Zendesk is seeking a Senior Machine Learning Engineer for its AI Copilot team to take ML-powered features from prototype to production for a multi-million ARR product that helps customer service agents. Responsibilities include owning end-to-end feature delivery, productionizing research with scientists, building and maintaining ML infrastructure (serving, pipelines, LLM integrations, evaluation), contributing to architectural decisions, collaborating with product engineers, improving reliability and cost-efficiency, and mentoring junior engineers. Required qualifications include 5+ years of software engineering with a focus on ML engineering/MLOps, Python proficiency (Ruby a plus), production ML systems experience, LLM integration experience, SQL/data infrastructure expertise, Docker/Kubernetes and AWS experience, and strong collaboration. Preferred qualifications include Snowflake/dbt, Metaflow/MLflow, BentoML on Kubernetes, PyTorch or TensorFlow, Kafka, and experience with iterative, metrics-driven product development such as A/B testing and feature flags; the tech stack features Ruby and Python, AWS, Metaflow, MLflow, BentoML on Kubernetes, data in S3/RDS/MySQL/Snowflake, Docker, and an LLM Proxy. In Poland, the base salary range is zł302,000 to zł454,000 with potential bonuses/benefits, and Zendesk emphasizes hybrid work, inclusion, equal opportunity, accommodations for disabilities, and transparency about AI-based screening during the hiring process.
