<h2>Job Description</h2>Ultimate 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.The GenBot group is revolutionizing the generative chatbot and AI assistance landscape with AI Agent Essential, a cutting-edge AI Agent system thats pushing the boundaries of conversational AI. AI Agent Essential is not your typical chatbot; its a dynamic, and truly conversational system capable of reasoning and adapting to user needs in real-time. By leveraging a multi-agent architecture and advanced language models, AI AgentsEssential delivers personalized and engaging user experiences, moving beyond scripted interactions to handle complex tasks and off-script inquiries with ease.We are delighted to be hiring a Software Engineer 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 powered features and real-world impact. Youll be working with innovative ML applications, and collaborate with a talented cross-functional team.<h2>What you will be doing</h2><ul><li>Developing and maintaining backend services to support the delivery AI-powered capabilities to our customers at Zendesk scale.</li><li>Working closely with Product, Management, DS and ML Engineers to define the scope of features and implementation approach.</li><li>Automating the deployment pipelines for crucial AI-powered services and products</li><li>Actively collaborating in evolving the workflow and processes together with the members of the team.</li><li>Supporting our deployed services to ensure a high level of stability and reliability.</li><li>Pairing with more experienced colleagues and learning from each other.</li></ul><h2>What you bring to the role</h2>Basic Qualifications:<ul><li>Degree in Computer Science, Machine Learning, Statistics, Engineering, Mathematics</li><li>4+ years working experience with at least one of the following server-side programming languages and the matching testing frameworks: NodeJS, Python, Ruby </li><li>4+ years working with web application observability and storage stacks: DataDog, Grafana, MySQL, MongoDB, Redis, ElasticSearch</li><li>2+ years of experience with MySQL or MongoDB database systems </li><li>Proven record of software application development in the industry.</li><li>Good understanding of architecture and software design patterns for server-side  and web domains.</li><li>Great communication skill and fluency in English.</li><li>Collaborative and growth mindset along with the desire to continue your ongoing learning and development. </li></ul>Preferred Qualifications:<ul><li>Basic experience managing and deploying cloud services in AWS </li><li>Experience implementing systems that serve content at web scale with high availability guarantees.</li><li>Experience working on high throughput messaging systems like Kafka.</li><li>Experience with graph databases, e.g. Neo4J, Amazon Neptune etc.</li></ul><h2>Tech Stack</h2><ul><li>Web pipeline: NodeJS, Python, Ruby</li><li>ML pipeline: Metaflow, AWS SageMaker, AWS Batch</li><li>ML models: PyTorch, TensorFlow, MLFlow</li><li>Storage: RDS MySQL, Redis, S3, ElasticSearch, Aurora</li><li>Streams and queues: Kafka,</li><li>Service deployment: ArgoCD, Kubernetes, Spinnaker</li><li>Logging and monitoring: Datadog, Sentry</li></ul><h2>Where We Work:</h2>Were rapidly growing our teams in Berlin, Germany. We have exciting next-generation ML products that are already in use by customers in the banking and finance area, online and offline retailers, and even national postal services. You will work with a driven team, passionate about delivering the right experience to end-users using sophisticated and pioneering ML technology.<h2>About Zendesk</h2>Zendesk builds software for better customer relationships. It empowers organizations to improve customer engagement and better understand their customers. Zendesk products are easy to use and implement. They give organizations the flexibility to move quickly, focus on innovation, and scale with their growth. More than 100,000 paid customer accounts in over 150 countries and territories use Zendesk products.  Based  in  San  Francisco,  Zendesk  has operations  in  the  United  States,  Europe,  Asia,  Australia,  and  South  America.Interested in knowing what we do in the community? Check out the <a href="http://www.neighborfoundation.org/" target="_blank">Zendesk Neighbor Foundation</a> to learn more about how we engage with, and provide support to, our local communities.  Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster <a href="https://www.zendesk.com/diversity-inclusion/" target="_blank">diversity &amp; inclusion</a> in the workplace. Individuals seeking employment at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, physical or mental disability, military or veteran status, or any other characteristic protected by applicable law.By submitting your application, you agree that Zendesk may collect your personal data for recruiting, global organization planning, and related purposes.  Zendesks <a href="https://urldefense.proofpoint.com/v2/url?u=https-3A__www.zendesk.com_company_customers-2Dpartners_candidate-2Dprivacy-2Dnotice_&amp;d=DwMFaQ&amp;c=jf_iaSHvJObTbx-siA1ZOg&amp;r=W379qV_WoHkiO9_Y_uL_u-fPpFnXk8lko6XXRq7HyIE&amp;m=lOvXVFt3eIoVallD9k-XM2M_V5QmvRtsHKKzjlgN5X4&amp;s=5DlpBDge6pvVBfSxHyIOw08IPf-IClrdOhNg4-gEYtw&amp;e=" target="_blank">Candidate Privacy Notice</a> explains what personal information Zendesk may process, where Zendesk may process your personal information, its purposes for processing your personal information, and the rights you can exercise over Zendesk’s use of your personal information. <div><div><div><div><div><div><div><div><div><div>#LI-MK12</div></div></div></div></div></div></div></div></div></div>The intelligent heart of customer experienceZendesk software was built to bring a sense of calm to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.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.Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster <a href="http://www.zendesk.com/diversity-inclusion/" target="_blank">global diversity, equity, &amp; inclusion</a> in the workplace. Individuals seeking employment and employees at Zendesk are considered without regard to race, color, religion, national origin, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, ancestry, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please <a href="https://www.eeoc.gov/sites/default/files/2022-10/EEOC_KnowYourRights_screen_reader_10_20.pdf" target="_blank">click here</a>. Zendesk endeavors to make reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to <a href="mailto:peopleandplaces@zendesk.com" target="_blank">peopleandplaces@zendesk.com</a> with your specific accommodation request.