Senior Machine Learning Engineer, Ultimate
Zendesk AI Agents
Conversational AI customer service builder
Job no longer available
Conversational AI customer service builder
201-500 employees
Job no longer available
201-500 employees
Company mission
To bring joy to customer service through the world’s most powerful virtual agent platform.
Role
Who you are
- You are naturally analytical and confidently develop and improve complex neural network architectures. Growth, innovation, and tough problems excite you
- You are driven by deploying AI technologies to solve real world problems and keep abreast of developments in the field. Finally, you thrive in an agile and creative environment and can work closely with all cross-functional teams to achieve your goals
- A quantitative or technical degree, e.g. Computer Science, Machine Learning, etc
- Experience in various LLM frameworks (i.e Langchain, LangGraph, Instructor)
- 2+ years of relevant experience in building large-scale machine learning or deep learning models in Python, Tensorflow (or other deep learning frameworks)
- 4+ years of experience writing robust code by using OOP principles and unit tests for live production systems and working with large datasets
- A great understanding of microservices architecture and experience in various Python web frameworks such as Tornado, FastAPI etc
- Experience in using container orchestration systems (i.e Kubernetes) and machine learning workflow tools (i.e Kubeflow)
- Experience in using NoSQL databases and search engines i.e MongoDB, Elasticsearch
- Familiar with Google Cloud tools and the services it offers
- A positive, pro-active team player who is passionate about their craft, is keen to take part in product discussions, and cares about helping the team deliver
- You can speak, write and express yourself in English – our company’s working language – in a professional context
What the job involves
- This role will work on implementing the Zendesk AI Agent (Ultimate) product
- We want to transform how tens of millions of people work in customer service. So, we need a team of world-class talent. As a Senior Machine Learning Engineer, you’re at the heart of our ambitious growth plans. You’ll be an integral part of the Company from Day 1
- The core of your role is designing and developing our machine learning system, which drives our conversational software. You’ll be foundational in applying and iterating the latest research in machine learning, deep learning and NLP
- The goal: to build the world’s best customer service automation platform, which empowers businesses to deliver exceptional customer experiences at scale and in all languages
- You will brainstorm and build with our AI, product and engineering teams
- You'll be part of a team responsible for maintaining and developing our core AI technologies which support millions of monthly conversations, using Python
- You'll work closely with the AI Researchers and turn their prototypes into production-grade AI services and enhance the performance and capabilities of our core NLP
- You'll own the full development and operations cycle of a product, whilst helping to ensure our systems are running correctly and efficiently
- You'll use industry-proven tools such as git, and practices such as CI/CD in an agile setup
- You'll be joining a cross-functional team. Aside from data engineers, our teams have Backend Engineers, AI Researchers, Platform Engineers, and Frontend Engineers
Application process
- 1. Intro chat with our Talent Partner - 15 minutes
- 2. Interview with Hiring Manager - 45 minutes
- 3. Take home task - 1-3 hours work
- 4. Technical Interview - 1 hour
- 5. Final Interview with Hiring Manager - 30 mins
Our take
In the rapidly evolving landscape of digital transformation and eCommerce, businesses are locked in fierce competition, elevating the significance of customer experience. This places considerable strain on customer support teams to deliver exceptional services while managing costs. The solution to this challenge lies in AI-powered digital support automation.
Ultimate provides a no-code automation platform capable of automating up to 60% of support workloads. With a focus on NLP-powered technology, Ultimate has given itself a strategic edge. Its conversational AI is available in 109 languages, consistently positioning the company as a top contender in G2.
The onset of 2022 markets a string of successes for Ultimate, including a record-breaking first half, the appointment of a global customer success executive, and ongoing product innovation. Impressively, the company achieved a 166% growth in new brand partnerships year-on-year, securing major deals with influential names like Zoopla, Get Your Guide, iCard, and Conekta. Now the company is focused on expanding its presence in the US, while also securing even more strategic partnerships.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Company
Funding (last 2 of 6 rounds)
Dec 2020
$20m
SERIES A
Nov 2019
$3.5m
SEED
Total funding: $28.9m
Company benefits
- Scaled professional development: We're passionate about up-skilling our team and providing people with internal opportunities, so we all grow together
- Bespoke personal growth: Learn a new language, train for a marathon, take a coding course. Our personal development budget has you covered
- Flexible working: From office-lovers to homebodies, and anywhere in between, we encourage our team to work from their preferred location
Company HQ
Kreuzberg, Berlin, Germany
Leadership
Sarah Al-Hussaini
(Co-Founder & COO)An investment banker turned CX & AI expert, Sarah is passionate about diversity in tech and its power to create a better world. They were awarded Forbes 30 Under 30 in 2019.
Reetu Kainulainen
(Co-Founder & CEO)Reetu’s vision for Ultimate led tech giants like Maki Ventures and Techstars to back the fast-growing company. They are passionate about using AI to make CS agents’ careers more rewarding and joyful.
Jaakko Pasanen
(Co-Founder & CSO)As Ultimate’s Chief Science Officer, co-founder Jaakko leads the company’s in-house AI research unit in its mission to build the most powerful virtual agent platform for customer support.
Markus Rautio
(Co-Founder)Ever since they helped develop what would become Ultimate at a Helsinki hackathon, Lead Engineer Markus has been using their technical expertise to build products with meaning alongside his co-founders.
Share this job