About this role

Lead the development of cutting-edge AI capabilities for Zendesk's Custom Agents, a group focused on building specialized AI agents that understand business context and automate complex tasks. You will set technical direction, grow a high-performing team of ML engineers and scientists, and translate advancements in generative AI into reliable customer experiences. This role requires a blend of people leadership, applied ML expertise, and a strong focus on production delivery.

What we are looking for

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Lead and grow a team of ML engineers and scientists
Set the ML strategy and roadmap for generative AI capabilities
Improve agent reasoning, tool usage, and task execution
Establish rigorous evaluation and quality metrics for AI systems
Own ML model performance, latency, and cost optimization
Partner across Product, Engineering, and Science teams to deliver customer impact

Skills mentioned

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Machine Learning