Please note, you must have the right to work in Germany in order to apply for this position. Unfortunately, we are not able to offer a visa or sponsorship for this post.

THE ULTIMATE OPPORTUNITY

Imagine a virtual customer service agent that works 24/7, speaks 109 languages, and instantly and intelligently gives customers the answers they’re looking for.

You don’t need to imagine because that’s Ultimate - the customer support automation platform you won’t outgrow. And, since we were acquired by Zendesk in March 2024, we’ve become even more powerful. Together with Zendesk we’re joining forces to build the world’s most advanced AI agents in CX.

Powered by industry-leading AI, a laser-focus on CX and a world-class team across the globe, we’re committed to bringing joy and innovation to customer service. With customers regularly ranking us #1 on G2, it’s no wonder some of the best brands in the world have already scaled their digital support with Ultimate - from Taskrabbit to Trade Republic, Zalando to Finnair.

THE ULTIMATE DESTINATION FOR YOUR CAREER

At Ultimate, and within Zendesk, careers accelerate. New opportunities arise as the company is constantly evolving and our culture means that everyone has a seat and a voice at the table. You’ll learn from some of the best and brightest minds, as well as having the opportunity to show us your brilliance and see the impact of your work. We truly offer career-defining opportunities.

Our Nordic roots have created a culture where we can all lead by example and shape the company - and industry - we want to see, together. Between Ultimate’s startup mindset and Zendesk’s resources and years of experience, you get an unstoppable combination of talent, innovation, and support to drive your career to new heights.

The Ultimate Role

We are delighted to be hiring a Senior Machine Learning Scientist for the AI Agent product at Zendesk. You will own a designated product area and revolutionize how our customers experience our products. This is an exciting opportunity to bridge the gap between cutting-edge ML research and real-world impact. You'll have the freedom to shape the product roadmap, discover innovative ML applications, and collaborate with a talented cross-functional team.

Key responsibilities:

• You'll be part of a team responsible for designing and testing novel AI solutions for real business problems

• You'll own the full research projects end-to-end from understanding business requirements to design, implementation, experimentation and reporting

• You'll discuss your and others ideas in the research team regularly and provide peer review for your colleagues work

• You'll keep up with the NLP and ML fields and literature and introduce new concepts discovered as potential solutions to our business problems

• You'll work closely with machine learning engineers helping them implement your designs into our production system

• You'll use suitable tools and technologies for rapid implementation and quickly testing your hypotheses while keeping in mind the requirements of future production implementation

• You’ll collaborate with Product managers and other non technical stakeholders to discover product roadmap.

The Ultimate Profile

• Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics, etc.

• Proven record of Machine Learning or NLP research, ideally in industry.

• Knowledge of building deep learning neural network architectures, ideally with focus on NLP.

• Ability to implement ideas from research literature into proof-of-concept models.

• Practical approach for researching machine learning solutions to business problems.

• Huge bonus if you have experience with conversational AI.

• 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.

• Great communication skill and fluency in English.

How do we measure success in this role?

• How well your work aligns with the overall product roadmap and strategic goals.

• Effectiveness in collaborating with product managers, engineers, designers, and other stakeholders

• Discovery and Ideation - ability to identify new opportunities within the product area, as well as their ability to prioritize and champion these ideas.

The Ultimate Hiring Process

• Initial Call with Recruiter - 15 mins

• Hiring Manager Interview - 45 mins

• Take Home Challenge - 1-3 hours work

• Technical Interview - 1 hour

• Final Interview - 30 mins

Our Commitment to You:

Recruiting and developing a diverse range of talent is critical to our growth philosophy. We understand we might need to adapt our process and we’re happy to cater to any adjustments you may require. Please let the Talent team know if we can help you with the application process in any way and at any stage.

If you want to find out more about us check out our Ultimate Open Culture which will provide a deep dive into life at Ultimate.

We are an equal opportunity employer. All applicants will be considered for employment without attention to race, color, religion, sex, sexual orientation, gender identity, or disability status. Ultimate prohibits discrimination and harassment of any kind: Ultimate is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.

Department

Engineering

Locations

Berlin

Remote status

Hybrid Remote

Employment type

Full-time