Staff Machine Learning Engineer

Job description

Job Description Staff ML Engineer: Agentic AI: Team: AI Agents | Location: Melbourne / Sydney / Remote (AU) What we have built: We run production AI agents that autonomously resolve customer service tickets across 100,000+ Zendesk accounts. These agents take a customer issue, plan a multi-step resolution, execute real actions (refunds, order modifications, escalations) through live APIs, and close the ticket without a human in the loop. The agent core uses a proprietary iterative architecture: the agent decomposes goals into plans, pulls reusable skills from a registry, executes, evaluates the outcome, and refines. Each iteration feeds back into the next attempt. We have a working self-learning mechanism where successful resolution patterns are synthesized into new skills and fed back into the registry, so the system improves from its own execution history. On multi-step tool-use benchmarks (GAIA-class), our agents perform at parity with the best published results. Our internal evaluation suite runs 158+ scenario-based tests from real Zendesk tickets, scored continuously through Braintrust with regression detection on every deploy. What we need help with: Pushing the architecture f...