Senior Data Scientist - NLP

Join Our Team as a Senior Data Scientist

Are you passionate about leveraging data to drive innovation in customer service? Join our team at Zendesk QA (formerly Klaus) to develop cutting-edge customer service quality assurance solutions! We are seeking forward-thinking experts who are looking to build AI-driven tools that reshape the way teams review and analyze their customer interactions. Your skills and contribution can ensure our platform aids our customers in providing consistent, high-quality customer support, reducing churn, and boosting customer satisfaction. Your expertise can help us change the game in how companies manage and improve their customer service operations.

Our Stack

• Programming Languages & Frameworks: Python, Pandas, TensorFlow, PyTorch, LabelStudio
• NLP Tools: sPacy, hugging face, BERT, fastText
• Cloud & Data Platforms: Google Cloud Platform, Data Studio, PostgreSQL, Google Cloud Spanner, BigQuery

What You'll Be Doing

• Enjoy a high level of independence, trust, and research freedom.
• Work with excellent data engineering infrastructure, close to production and data availability.
• Engage in product-oriented research to develop methods for automatically evaluating quality in support interactions, such as intent detection, text classification, and extraction of entities.
• Develop solutions for preprocessing structured & unstructured data and partner with ML engineers to employ them in data pipelines.
• Collaborate closely with product teams and communicate your research effectively.

What You'll Bring to the Role

• At least 3-5 years of experience as a Data Scientist in the NLP domain.
• An advanced degree in Computational Linguistics, Language Technology, or similar; a PhD is a huge plus.
• Expertise in data/text mining, statistical data analysis, experimental design, and hypothesis validation.
• Creativity and curiosity to find problems that can be solved with applied science.
• Proven track record of getting models to production.
• Strong understanding of SQL and database technologies.
• Comfortable working independently, in English, and in a remote setting.
• Bonus: Experience working with large language models, ASR, and dealing with transcribed text.

Why Zendesk?

Zendesk 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. We advocate for digital-first customer experiences—and we stick with it in our workplace. Over 5,000 employees worldwide are collaborating from kitchen tables, home offices, coworking spaces, and Zendesk workspaces to make one team.

Zendesk is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion 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.