Senior Data Scientist

Senior Data Scientist

Zendesk

Remote, Estonia

Job Description

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.

What you'll be doing

• High level of independence, trust, and research freedom;
• Excellent data engineering infrastructure - research close to production and data availability;
• We work with more than a hundred languages with many customers officially offering support in 10+ languages;
• Product-oriented researchPriority, product-oriented research is to develop methods for automatically evaluating quality in support interactions, i.e:
  • Intent detection;
  • Text classification;
  • Extraction of entities, etc.
• Developing solutions for preprocessing of structured & unstructured data and partnering with ML engineers to employ them in data pipelines;
• Support from ML engineers in getting research models you create running in production;
• Working closely with product teams and communicating your research.

What you'll bring to the role

• At least 3-5 years of experience as a Data Scientist in the NLP domain;
• Advanced degree in Computational Linguistics, Language Technology or similar - PhD is a huge plus;
• Data/text mining, statistical data analysis, experimental design, and hypothesis validation;
• Creativity and curiosity to find problems that can be solved with applied science;
• Apply scientific methods for solving complex problems in innovative ways that take into account the ROI of the effort;
• Identify valuable data sources/shelf models and participate in developing data collection and preparation processes;
• 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.

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