Zendesk GmbH (Germany)
Engineering Manager - Voice Agents(m/w/x)
Full-timeWith HomeofficeManagement
Berlin
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ZEZendesk
Voice AI Engineering Principal(m/w/x)
Berlin
Full-timeWith Home OfficeSenior
AI/ML
Data Science
Nejo AI Summary
Leading research and design of agentic Voice AI solutions for customer experience platform. Oversight of ASR, TTS, LLM, and voice systems researchers required. Mentoring and scaling a high-performing AI/ML engineering team.
Requirements
- Passion for AI/ML frontiers
- Drive to apply breakthrough technologies
- Proven expertise in speech and NLP model development
- Extensive hands-on experience with DL frameworks
- Deep knowledge of AI architectures (DNN, CNN, RNN, Transformers)
- Experience fine-tuning large pre-trained models (BERT, GPT)
- Skilled in programming languages (Python, C++, Java, R)
- Skilled in Linux/Shell scripting
- Strong engineering discipline in software development lifecycle
- Demonstrated leadership in building/guiding AI/ML teams
- Experience deploying voice AI systems in production
- Focus on noise robustness and multilingual capabilities
- Track record managing large-scale research projects
- Background in AI-driven speech technologies for complex domains
- M.S. in Engineering, Computer Science, or related field
- Strong foundation in machine learning, speech processing, on-device AI
- 10+ years progressive software engineering experience
- 4+ years AI/ML applications experience
- 2+ years Staff, Principal, or technical leadership capacity
- Expertise in LLM-Oriented System Architecture
- Ability to architect/lead complex tool-using agents
- Mastery in Voice AI/Spoken Dialogue Systems
- Extensive experience building streaming voice applications
- Integrating/managing real-time STT/TTS models and APIs
- Advanced VAD and noise suppression techniques
- Architecting robust barge-in/interruption logic
- Deep expertise deploying large-scale AI to cloud platforms (AWS, GCP, or Azure)
- Experience with infrastructure-as-code and CI/CD best practices
- Experience optimizing LLM token budgets, latency, and cost
- Comprehensive understanding of foundational ML concepts
- Understanding of RAG pipelines, vector databases, context management
- Expert-level proficiency in Python
- Proficiency in modern web frameworks (FastAPI, gRPC)
- M.S. or Ph.D. in Computer Science, NLP, ML, or related field
- Experience with real-time streaming architectures (WebRTC or gRPC)
- Track record of technical presentation, publication, or open-source contribution
- Experience driving organizational adoption of new technologies
Tasks
- Spearhead development of cutting-edge AI/ML technologies.
- Shape future voice-enabled customer experiences.
- Oversee researchers innovating across ASR, TTS, LLM.
- Drive impactful solutions for intelligent voice products.
- Act as definitive technical authority for Voice AI.
- Define and architect Voice AI Agent platform.
- Set technical direction for the team.
- Lead major cross-functional initiatives.
- Lead research for next-generation Voice AI solutions.
- Design and engineer next-generation Voice AI solutions.
- Develop noise-robust multilingual ASR systems.
- Develop neural TTS systems.
- Develop advanced QA dialog systems.
- Fine-tune dialog systems with pretrained models.
- Build, mentor, and scale a high-performing AI/ML team.
- Foster an innovative, research-driven culture.
- Drive collaboration across research, engineering, and product.
- Transform advanced AI models into robust production systems.
- Oversee large-scale AI research and development projects.
- Ensure delivery of high-quality, real-world AI solutions.
- Architect and implement AI models using deep learning.
- Champion software development best practices including CI/CD.
- Research and apply latest AI/ML breakthroughs.
- Collaborate with stakeholders on technical vision, roadmap, strategy.
- Own and drive complex technical initiatives to production.
- Solve ambiguous or complex technical challenges.
- Lead design and development of critical voice components.
- Select and integrate real-time STT, TTS, and VAD services.
- Establish and enforce engineering best practices for voice agents.
- Define coding standards for Python-based voice agents.
- Provide technical leadership to project team.
- Provide daily technical direction to project team.
- Ensure high-quality, on-time project delivery.
- Actively mentor senior and mid-level engineers.
- Foster culture of technical excellence and continuous learning.
- Serve as primary technical partner for Product Leadership.
- Align technical plans with product strategy.
- Influence long-term Voice AI roadmap.
- Design, establish, and improve voice agent evaluation platforms.
- Set key success metrics for voice agent performance.
- Drive iterative improvements across the Agentic Tribe.
- Architect and implement advanced safety mechanisms.
- Develop robust prompt injection defenses.
- Develop comprehensive LLM guardrails.
- Develop sophisticated fallback strategies.
- Implement advanced error-handling for audio input.
Work Experience
- 10 years
Education
- Master's degree
Languages
- English – Business Fluent
Tools & Technologies
- PyTorch
- TensorFlow
- Keras
- Huggingface Transformers
- Python
- C++
- Java
- R
- Linux/Shell scripting
- LangChain
- Autogen
- AWS
- GCP
- Azure
- Redis
- vector databases
- FastAPI
- gRPC
- WebRTC
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Zendesk and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
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ZEZendesk
Voice AI Engineering Principal(m/w/x)
Berlin
Full-timeWith Home OfficeSenior
AI/ML
Data Science
Nejo AI Summary
Leading research and design of agentic Voice AI solutions for customer experience platform. Oversight of ASR, TTS, LLM, and voice systems researchers required. Mentoring and scaling a high-performing AI/ML engineering team.
Requirements
- Passion for AI/ML frontiers
- Drive to apply breakthrough technologies
- Proven expertise in speech and NLP model development
- Extensive hands-on experience with DL frameworks
- Deep knowledge of AI architectures (DNN, CNN, RNN, Transformers)
- Experience fine-tuning large pre-trained models (BERT, GPT)
- Skilled in programming languages (Python, C++, Java, R)
- Skilled in Linux/Shell scripting
- Strong engineering discipline in software development lifecycle
- Demonstrated leadership in building/guiding AI/ML teams
- Experience deploying voice AI systems in production
- Focus on noise robustness and multilingual capabilities
- Track record managing large-scale research projects
- Background in AI-driven speech technologies for complex domains
- M.S. in Engineering, Computer Science, or related field
- Strong foundation in machine learning, speech processing, on-device AI
- 10+ years progressive software engineering experience
- 4+ years AI/ML applications experience
- 2+ years Staff, Principal, or technical leadership capacity
- Expertise in LLM-Oriented System Architecture
- Ability to architect/lead complex tool-using agents
- Mastery in Voice AI/Spoken Dialogue Systems
- Extensive experience building streaming voice applications
- Integrating/managing real-time STT/TTS models and APIs
- Advanced VAD and noise suppression techniques
- Architecting robust barge-in/interruption logic
- Deep expertise deploying large-scale AI to cloud platforms (AWS, GCP, or Azure)
- Experience with infrastructure-as-code and CI/CD best practices
- Experience optimizing LLM token budgets, latency, and cost
- Comprehensive understanding of foundational ML concepts
- Understanding of RAG pipelines, vector databases, context management
- Expert-level proficiency in Python
- Proficiency in modern web frameworks (FastAPI, gRPC)
- M.S. or Ph.D. in Computer Science, NLP, ML, or related field
- Experience with real-time streaming architectures (WebRTC or gRPC)
- Track record of technical presentation, publication, or open-source contribution
- Experience driving organizational adoption of new technologies
Tasks
- Spearhead development of cutting-edge AI/ML technologies.
- Shape future voice-enabled customer experiences.
- Oversee researchers innovating across ASR, TTS, LLM.
- Drive impactful solutions for intelligent voice products.
- Act as definitive technical authority for Voice AI.
- Define and architect Voice AI Agent platform.
- Set technical direction for the team.
- Lead major cross-functional initiatives.
- Lead research for next-generation Voice AI solutions.
- Design and engineer next-generation Voice AI solutions.
- Develop noise-robust multilingual ASR systems.
- Develop neural TTS systems.
- Develop advanced QA dialog systems.
- Fine-tune dialog systems with pretrained models.
- Build, mentor, and scale a high-performing AI/ML team.
- Foster an innovative, research-driven culture.
- Drive collaboration across research, engineering, and product.
- Transform advanced AI models into robust production systems.
- Oversee large-scale AI research and development projects.
- Ensure delivery of high-quality, real-world AI solutions.
- Architect and implement AI models using deep learning.
- Champion software development best practices including CI/CD.
- Research and apply latest AI/ML breakthroughs.
- Collaborate with stakeholders on technical vision, roadmap, strategy.
- Own and drive complex technical initiatives to production.
- Solve ambiguous or complex technical challenges.
- Lead design and development of critical voice components.
- Select and integrate real-time STT, TTS, and VAD services.
- Establish and enforce engineering best practices for voice agents.
- Define coding standards for Python-based voice agents.
- Provide technical leadership to project team.
- Provide daily technical direction to project team.
- Ensure high-quality, on-time project delivery.
- Actively mentor senior and mid-level engineers.
- Foster culture of technical excellence and continuous learning.
- Serve as primary technical partner for Product Leadership.
- Align technical plans with product strategy.
- Influence long-term Voice AI roadmap.
- Design, establish, and improve voice agent evaluation platforms.
- Set key success metrics for voice agent performance.
- Drive iterative improvements across the Agentic Tribe.
- Architect and implement advanced safety mechanisms.
- Develop robust prompt injection defenses.
- Develop comprehensive LLM guardrails.
- Develop sophisticated fallback strategies.
- Implement advanced error-handling for audio input.
Work Experience
- 10 years
Education
- Master's degree
Languages
- English – Business Fluent
Tools & Technologies
- PyTorch
- TensorFlow
- Keras
- Huggingface Transformers
- Python
- C++
- Java
- R
- Linux/Shell scripting
- LangChain
- Autogen
- AWS
- GCP
- Azure
- Redis
- vector databases
- FastAPI
- gRPC
- WebRTC
Find the original job posting in its most current version here. Nejo automatically captured this job from the website of Zendesk and processed the information on Nejo with the help of AI for you. Despite careful analysis, some information may be incomplete or inaccurate. Please always verify all details in the original posting! Content and copyrights of the original posting belong to the advertising company.
About the Company
Zendesk
Industry
IT
Description
Zendesk is pioneering agentic AI for customer experience, powering billions of conversations with brands.
Not a perfect match?
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