The Ampin App
deep insights into the Atlassian community

Zendesk is hiring a Solutions Consultant to shape the next era of customer engagement by combining AI, data, and transformative cloud technologies within its Resolution Platform. You’ll lead technical and business discovery, conduct AI readiness assessments, design tailored demos and proofs of value, and translate AI/ML capabilities into clear, business-focused narratives for audiences from IT to the C-suite. You’ll own the end-to-end technical engagement, ensure each solution aligns with customer goals and compliance standards, and architect secure, scalable integrations using Zendesk APIs, middleware, telephony systems, and cloud platforms. Requirements include 5+ years of presales or solutions consulting in SaaS or CX, deep AI knowledge and practical applications in CX, domain expertise in CCaaS or related areas, strong analytical storytelling and communication, and willingness to travel. Zendesk supports a hybrid, inclusive culture and is an equal opportunity employer; AI screening may be used in applications, and the company commits to diversity, accessibility, and reasonable accommodations.

Zendesk aims to improve Customer Experience for 125,000+ global brands, and the Senior Machine Learning Scientist will drive the development, evaluation, and deployment of novel ML/AI models to power scalable intelligent automation and customer service, collaborating across engineers, product managers, and cross-functional teams. Responsibilities include researching and prototyping state-of-the-art NLP/ML models for use cases like intent detection, auto‑assist, chatbots, and agent routing; designing rigorous offline/online experiments (A/B) to boost accuracy and robustness; and productionizing solutions with data pipelines, scalable model serving, and monitoring. The role also involves analyzing large multilingual datasets, contributing to technical reviews, presenting to a global audience, staying current with ML/NLP literature, championing initiatives to improve Zendesk AI capabilities, and mentoring junior scientists to grow the research culture. Key challenges include enriching conversations with language detection and sentiment analysis for proactive routing; automating interactions end-to-end; optimizing real-time multi-language routing; scaling A/B testing for ML triage and agent‑assist tools; exploring architectures like retrieval-augmented generation and few-shot/fine-tuning; and operationalizing large-scale models with health monitoring, drift detection, and continuous learning. Requirements cover an MSc (PhD preferred) in CS/EE/math or related fields, strong ML/NLP theory and production-grade experience, Python (PyTorch) proficiency, experience with large-scale experimentation, and collaboration skills; the tech stack includes Python/Ruby on AWS with PyTorch, AWS Batch/MetaFlow, data in S3/RDS/Redis/Elasticsearch/Snowflake/Aurora, deployed to Kubernetes with Docker and Kafka, and Zendesk emphasizes hybrid work, diversity, equal opportunity, accommodations, and an AI-screening policy for applications.