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Staff Machine Learning Engineer at Zendesk - ApplyBlast

Staff Machine Learning Engineer

Zendesk

5 months ago

3.7 on Glassdoor

Victoria, Australia

Hybrid

Full Time

Senior

0 applicants

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About this role

As a Staff ML Engineer in the Agentic AI team, you will advance production AI agents that autonomously resolve complex customer service tickets across thousands of Zendesk accounts. This role focuses on pushing iterative planning architectures, developing domain-specialized models via Reinforcement Learning, and hardening evaluation systems for enterprise scale. You will lead the integration of quality gates into CI pipelines and implement multi-layered guardrails to ensure safe, autonomous execution.

Responsibilities

Design and extend iterative planner architectures for autonomous agent execution
Develop domain-specialized models using RL on production customer resolution trajectories
Build automated evaluation pipelines to detect reasoning divergence and regressions
Implement multi-layered guardrails for tool misuse and hallucination prevention
Lead the science and systems build for domain-specialized model training

Skills

Qualifications

BS in Computer ScienceMaster's in Machine Learning

About Zendesk

zendesk.com

Headquarters

San Francisco, California, United States

Company Size

5001-10000 employees

Founded

2007

View Profile

Discover AI-powered, award-winning customer service software trusted by 200k customers. Make customers happy via text, mobile, phone, email, live chat, social media.