Senior Machine Learning Scientist

Zendesk
Lisbon, Krakow
Workplace: RemoteFull timeFunction: Data Science & Machine LearningEducation: mastersSkills: ["Collaboration","Communication","Independent research","Results orientation"]

Build, evaluate, and deploy NLP/ML models that power Zendesk’s intelligent automation and customer service solutions at scale. Prototype state-of-the-art models for intent detection, auto-assist, chatbots, and real-time routing; design rigorous offline/online experiments and A/B testing; and work with engineers to productionize pipelines, model serving, monitoring, and continuous improvement. Analyze multilingual customer interaction data and mentor junior scientists.

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FursaFursa
Zendesk
Zendesk
9 hours ago

Senior Machine Learning Scientist

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Build, evaluate, and deploy NLP/ML models that power Zendesk’s intelligent automation and customer service solutions at scale. Prototype state-of-the-art models for intent detection, auto-assist, chatbots, and real-time routing; design rigorous offline/online experiments and A/B testing; and work with engineers to productionize pipelines, model serving, monitoring, and continuous improvement. Analyze multilingual customer interaction data and mentor junior scientists.
Location: Lisbon, Krakow
Workplace: Remote
Employment Type: Full time
Job Function: Data Science & Machine Learning
Seniority: Mid level

Key Responsibilities

  • •Research, prototype, and develop state-of-the-art NLP/ML models for intent detection, auto-assist, chatbots, and intelligent agent routing.
  • •Design and execute rigorous offline/online experiments and evaluations (including A/B testing) to improve model accuracy and robustness.
  • •Partner with ML engineers to productionize ML solutions, including data pipelines, scalable model serving, and monitoring.
  • •Analyze large multi-lingual customer interaction datasets to uncover insights and build new solutions.
  • •Mentor junior scientists and share knowledge of ML methodologies and best practices across a global audience.

Key Requirements

  • •MSc degree (PhD preferred) in computer science, electrical engineering, math, or related areas.
  • •Deep knowledge of ML theory, algorithms, and modern NLP/LLM techniques.
  • •Ability to conduct independent research and deliver production-grade ML solutions.
  • •Strong coding skills in Python with experience using ML frameworks (preferably PyTorch).
  • •Experience with large-scale experimentation (e.g., A/B testing), data analysis, and performance tracking.
Education:Master's
Skills:CollaborationCommunicationIndependent researchResults orientation
Tech Stack:PythonRubyAWSPyTorchAWS BatchMetaFlowS3RDS MySQLRedisElasticSearchSnowflakeAuroraKubernetesDockerKafka

Company Brief

Zendesk
Provides cloud-based customer service and engagement software, including help desk, ticketing, chat, and CRM tools that enable businesses to manage customer support, self-service, and omnichannel communication at scale.
Industry: Enterprise Software
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Established Company
Valuation: Decacorn (USD 10B+)
Funding: Private Equity Backed
Headquarters: San Francisco, United States
Founded: 2007
Glassdoor
Glassdoor: 4.0
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