Job Description

Zendesk's people have one goal in mind: to make Customer Experience better.

The Enterprise Machine Learning team drives organizational value through scalable ML solutions and data-driven insights, fundamentally changing how business decisions are made. We collaborate closely with stakeholders, applying the latest advances in machine learning, deep learning, and large language models (LLMs) to create highly impactful outcomes. Our commitment is to advance the state of AI, statistical modeling, and robust system design to enhance and expand our core business capabilities.

Role Overview

As a Senior AI Engineer, you will be a cornerstone of our technical strategy, leading the charge in building and deploying sophisticated AI systems, with a heavy focus on Large Language Models (LLMs) and Agentic Architectures.

You will not just build models; you will architect the future of our intelligent ecosystem. You will bridge the gap between deep technical implementation and high-level business strategy, ensuring that every line of code translates into measurable enterprise value. Your unique ability to weave complex AI concepts into actionable, stakeholder-ready narratives will be key to driving adoption and scaling our AI-first vision across the entire organization.

Key Responsibilities

• Take full accountability for business KPIs (e.g., churn, AI adoption) by deeply understanding user workflows to ensure we build the right solutions, not just technically sound ones.

• Design, build, and deploy production-grade LLM applications—including agents, context engineering, and text-to-SQL—owning the entire journey from prototype to global scale.

• Establish rigorous evaluation frameworks and automated feedback loops to measure system accuracy, capture user outcomes, and drive relentless iteration.

• Develop high-performance Python services and APIs that seamlessly integrate advanced AI capabilities into our modern web ecosystem.

• Architect and maintain the underlying data foundations using Snowflake, dbt, and Airflow to ensure our AI products are powered by robust, reliable data.

• Act as a technical translator for non-technical partners, demystifying complex AI concepts to bridge the gap between engineering and business operations.

• Champion the latest advancements in LLMs and agentic architectures while leveraging AI-assisted development tools (Cursor, Claude Code) to maximize delivery velocity.

What We are Looking For

Education & Experience

• 3+ years' experience in AI engineering, Data Science, Machine Learning, or a related field

• BA/BS in Computer Science, Data Science, or related discipline (advanced degree is highly preferred)

Business Acumen & User Focus

• A proven track record of shipping production-grade intelligent systems (ML models, AI features, or recommendation engines) and refining them through rigorous feedback loops and real-world user impact.

• You form data-driven opinions on the product roadmap, grounded in a deep understanding of user needs and behavioral data.

• Experience engaging directly with users to deconstruct their workflows, ensuring your technical architecture is always driven by solving actual friction points.

• Exceptional ability to build trusted relationships with cross-functional partners, acting as a strategic consultant who bridges the gap between complex AI logic and business operations.

Technical Expertise

• Proven expertise in architecting and benchmarking LLM-native applications, including autonomous agents and LLM workflows.

• Fluency in agentic design patterns, advanced prompt/context engineering, and rigorous model evaluation methodologies.

• Strong Python skills tailored for both high-performance AI logic and scalable backend service architecture.

• Advanced SQL capabilities with extensive experience navigating and optimizing large-scale cloud data environments.

• Strong command of backend API design and a solid understanding of the full web development lifecycle.

• Familiarity with the modern data stack, specifically Snowflake, dbt, and Airflow, to manage the flow of AI-ready data.

• Experience integrating AI-native development workflows (Cursor, Claude Code, or Copilot) to drive elite delivery speed.

• Functional knowledge of frontend technologies, particularly React, to ensure seamless AI integration into the user interface

Communication & Collaboration

• Ability to articulate complex AI logic as clear business value, ensuring technical roadmaps are understood and adopted by non-technical stakeholders.

• Proven history of operating effectively at the intersection of engineering, product, and analytics, driving alignment across diverse high-impact teams.

• Drive for self-improvement and knowledge sharing, with a deep-seated commitment to building inclusive, high-performing, and psychologically safe environments.

Why You Will Thrive Here

• Work directly at the practical junction of data analytics, AI implementation, and core software engineering.

• Move beyond static data science into building active, production-grade applications powered by LLMs.

• Join a team that prioritizes individual autonomy, technical growth, and direct responsibility for your code.

• Contribute to high-visibility projects that are central to Zendesk’s strategy, working with a team of experienced engineers.

#LI-MK12

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.

Hybrid: In this role, our hybrid experience is designed at the team level to give you a rich onsite experience packed with connection, collaboration, learning, and celebration - while also giving you flexibility to work remotely for part of the week. This role must attend our local office for part of the week. The specific in-office schedule is to be determined by the hiring manager.

The intelligent heart of customer experience

Zendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

Zendesk believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many Zendesk offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@zendesk.com with your specific accommodation request.