# AI Software Engineer

**Company**: Zendesk
**Location**: Melbourne
**Work arrangement**: hybrid
**Experience**: senior
**Job type**: full-time
**Category**: Engineering
**Industry**: Technology

**Apply**: https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Melbourne-Australia/Senior-Machine-Learning-Engineer_R35191?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply
**Canonical**: https://yubhub.co/jobs/job_b62626ae-e62

## Description

The enterprise software landscape is fracturing. We are transitioning from "Systems of Record" to "Systems of Action." Zendesk is leading this shift with the Resolution Platform, aiming to be the first CX company to secure $1B in AI-driven revenue.

You will operate at the cutting edge of large language models, planning algorithms, and multi-agent coordination. By designing advanced memory structures and autonomous learning mechanisms, you will bridge the gap between offline model capabilities and dynamic, real-world task execution.

## What we have built

We run production AI agents that autonomously resolve customer service tickets across 100,000+ Zendesk accounts. These agents take a customer issue, plan a multi-step resolution, execute real actions (refunds, order modifications, escalations) through live APIs, and close the ticket without a human in the loop.

## What we need help with

- Pushing the architecture further: handling plan decomposition when the goal is ambiguous, managing interference between memory tiers under concurrent sessions, making skill acquisition more selective, and designing multi-agent delegation patterns.

- Domain-specialized agent models: building toward training our own models, specialized for customer service resolution via RL on production trajectories.

- Hardening evaluation: developing quality gates that block deploys when agent performance drops, and integrating them into CI.

- Guardrails at enterprise scale: implementing multi-layered defenses with supervisor patterns, capabilities-based access control, and output validation.

## Requirements

- 5+ years building production ML/AI systems, with hands-on experience in agent architectures (planning, tool dispatch, memory, error recovery).

- Strong evaluation instincts.

- OPTIONAL: Experience with or genuine depth in RL for language models.

- Python and PyTorch fluency.

## Benefits

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.

## Skills

### Required
- Python
- PyTorch
- large language models
- planning algorithms
- multi-agent coordination

### Nice to have
- RL for language models

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Source: [Apply at zendesk.wd1.myworkdayjobs.com](https://zendesk.wd1.myworkdayjobs.com/en-US/zendesk/job/Melbourne-Australia/Senior-Machine-Learning-Engineer_R35191?utm_source=yubhub.co&utm_medium=jobs_feed&utm_campaign=apply)