Staff Machine Learning Engineer

Zendesk is seeking a Staff Machine Learning Engineer to architect and lead the development of their GenAI platform. This role involves defining company-wide standards for AI safety, performance, and trustworthiness, influencing product roadmaps, and mentoring engineers to enhance AI quality across the organization.

• Architect and lead GenAI platform capabilities including LLM Proxy and vendor abstraction
• Own design and scaling of evaluation and benchmarking frameworks for model releases
• Define company-wide standards for safety, tone, and reasoning evaluation
• Identify and mitigate systemic failure modes across products and model families
• Drive platform reliability, observability, and capacity planning for LLM services
• Lead efforts to enable agentic workflows and safe tool use