Staff Machine Learning Engineer / Data Scientist

Job Description

Our Enterprise Machine Learning team enables better decision making throughout the business.  The way in which we support our customers, complimenting our Product capabilities, is data driven and amplified through the use of ML. We use the latest technologies in Machine Learning and AI algorithms to help us on that mission, and we're passionate about empowering our business teams.

As a Staff Data Scientist on our team, you’ll be responsible for developing products in collaboration with our Data Analysts, ML engineers, other Data Scientists and business partners, and delivering high-quality ML and AI solutions, at a scale that most companies only dream of.

This position is part of the Enterprise Data & Analytics team, a high-performance group chartered with delivering a beautifully simple analytics foundation and service that allows Zendesk to scale with clearly defined, consistent metrics and a data architecture that provides all business operations with high quality and timely analytics for optimal decision making.  We need a dedicated individual to derive valuable business insights and models which will have a direct impact on our business.

Who you are:

• You are someone in tune and empathetic with the varying analytical needs of different stakeholders in the organization. Whether it be data analysts, business stakeholders, product owners, or engineers, you understand their unique perspectives and requirements. The ability to strike the right balance among all these stakeholders, while also juggling short-term tasks and long-term scope, is an innate skill that sets you apart as the ideal candidate.

• Proactively engage with various stakeholders and engineers and build strong relationships 

• You are an individual driven by natural curiosity, with a deep passion for bridging the gap between data science, machine learning, and business needs. 

• Your enthusiasm for machine learning and AI technology is infectious and drives you to explore and innovate continuously. 

• Possessing great communication skills, you are comfortable and adept at explaining complex concepts to non-technical stakeholders, ensuring understanding and adoption across the organization.

What you get to do everyday:

• You'll have the chance to uncover new opportunities with various stakeholders. 

• You'll play an active role in determining the scope of these opportunities and lead the effort in estimating the resources and time required to bring these opportunities to fruition.

• Utilize statistical analysis and machine learning to address complex business issues and formulate data-driven solutions, lead the team to design and implement these solutions at scale.   

• You'll define and align key metrics related to the efficiency and effectiveness of AI/ML systems based on business impact. You'll monitor these metrics, identify any potential issues, and proactively suggest solutions to enhance performance.

• Liaise with cross-functional teams to understand and accommodate their needs in data processes and AI/ML solutions.

• Implement and promote best practices regarding data contracts to optimize data integrity, security, and compliance.

What you bring to the role:

• BA/BS degree in Computer Science, Data Science, Statistics, or a related field (advanced degree is a plus).

• Highly experienced data scientist with a minimum of five years in the field.

• Skilled in qualitative analytics, predictive modeling, and statistical computer languages like R, Python, SQL.

• In-depth understanding of machine learning techniques, such as deep learning, recommender systems, embedding and LLM. 

• Experienced in working in cross-functional team environments.

• Demonstrated problem-solving skills and business acumen applied to real-world business solutions.

• Ability to effectively communicate complex data science concepts to non-technical stakeholders.

The US annualized base salary range for this position is $161,000.00-$241,000.00. This position may also be eligible for bonus, benefits, or related incentives. While this range reflects the minimum and maximum value for new hire salaries for the position across all US locations, the offer for the successful candidate for this position will be based on job related capabilities, applicable experience, and other factors such as work location. Please note that the compensation details listed in US role postings reflect the base salary only (or OTE for commissions based roles), and do not include bonus, benefits, or related incentives.

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.

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.