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Zendesk is seeking a Senior Machine Learning Scientist to work on the AI Agent product (Gen3), a goal-oriented, real-time reasoning conversational AI that blends advanced ML research with practical customer outcomes. The role owns end-to-end research projects—from understanding business requirements to design, experimentation, implementation, and reporting—designing and testing novel AI solutions and collaborating with ML engineers to deploy them. Requirements include a degree in CS/ML/stats/engineering/math, a proven ML/NLP research track record (industry preferred), the ability to translate research into proof-of-concept models, a practical problem-solving approach, and strong communication, with conversational AI experience being a plus. Success is measured by alignment with the product roadmap, effective cross-functional collaboration, and the ability to identify and champion new opportunities within the product area. Zendesk is a global equal-opportunity employer with a hybrid work model and a commitment to diversity and inclusion, including candidate privacy protections and accommodations, and they may use AI screening as part of recruitment.

Zendesk is redefining customer experience (CX) and employee services (ES) with a unified, AI-powered Resolution Platform, helping brands replace outdated contact-center solutions and achieve smarter, faster, more personal service at scale. As a Senior Solutions Consultant, you’ll be a trusted advisor and technical thought leader, collaborating with Sales, Product, Engineering, and Customer Success to design and deliver scalable AI-driven solutions that turn ambitious goals into measurable results. Your responsibilities include leading technical and business discovery, architecting AI-enabled CX and ES solutions, driving end-to-end technical engagements from qualification to pilot execution, integrating secure, scalable systems via Zendesk APIs and cloud platforms, and championing AI adoption with ongoing value realization. What you bring: 5+ years of presales or solutions consulting in SaaS/CX or enterprise software, strong knowledge of web/scripting technologies and SaaS architectures, proven pilots/POCs, deep understanding of AI tech (LLMs, NLP) and their CX applications, domain expertise in CCaaS/ITSM/BI/WFM or related areas, plus excellent communication and storytelling skills and a degree. You embody strategic thinking, technical fluency, collaboration, customer-obsession, and an ability to turn data into business insights, and Zendesk supports a hybrid, inclusive culture with equal opportunity and accommodations, noting that AI screening may be used in hiring.