Job Description
Join us at Zendesk, where we're on a mission to power exceptional service for every person on the planet. We're accelerating that ambition by building products rooted in AI, automation, and intelligent customer experiences, because behind every interaction lies an opportunity to make a human connection.
We’re looking for a Staff Machine Learning Engineer to shape the architecture and strategy of Zendesk’s GenAI platform. You’ll lead large, cross‑functional efforts that standardize evaluation, access, observability, and orchestration for LLMs across product lines—making AI experiences protected, performant, and trustworthy for millions of end users.
Summary
As a Staff ML Engineer, you’ll define and deliver platform-level solutions (LLM Proxy, benchmarking, cost-control, orchestration) that scale across Zendesk. You’ll influence product and ML roadmaps, lead complex technical projects, and mentor engineering leaders to raise the bar on AI quality and trust company‑wide.
What you’ll be doing
- Architect and lead delivery of cross‑product GenAI platform capabilities: LLM Proxy, model registry integrations, vendor abstraction, and cost/usage attribution.
- Own the design and scaling of evaluation and benchmarking frameworks (A/B, offline, continuous regression tests) used to gate model releases.
- Define company‑wide standards for safety, tone, and reasoning evaluation; drive adoption of evaluation rubrics and automated checks.
- Identify systemic failure modes across products and model families; prioritize mitigations, monitoring, and retraining strategies in partnership with ML teams.
- Drive platform reliability, observability, and capacity planning for LLM services; implement rate limiting, throttling, and SLA practices.
- Lead efforts to enable agentic workflows and safe tool use, defining integration patterns and security boundaries.
- Partner with engineering leadership, product, research, and legal/policy teams to translate risk, cost, and quality t
📌 Staff Machine Learning Engineer (Pune)
🏢 Zendesk
📍 Pune