Applied Scientist at Zendesk in Lisbon, Lisbon, Portugal

Applied Scientist Location: Lisbon, Portugal Job Description Role Overview As an Applied Scientist, you will help design and build intelligent systems that turn data, machine learning, and LLMs into measurable business impact. You will work across the full lifecycle of applied AI problems — from identifying opportunities and formulating hypotheses, to developing models and evaluation frameworks, and iterating based on real-world outcomes. You will partner closely with cross-functional stakeholders to understand user needs, define success criteria, and translate complex technical approaches into actionable insights. Your work will sit at the intersection of science, product, and engineering, with a strong focus on delivering high-impact solutions that improve customer experience and business performance. Key Responsibilities Own business-relevant metrics such as churn reduction, AI attach rate, and seller productivity, and use data and scientific thinking to identify opportunities for improvement Develop a deep understanding of users, their workflows, and pain points, and use those insights to inform what should be built next Define hypotheses, success criteria, and evaluation approaches for AI and ML systems Design, build, and evaluate LLM-powered applications, including agents, RAG systems, text-to-SQL solutions, and recommendation engines Establish robust feedback loops for intelligent systems by instrumenting, measuring, and learning from user and business outcomes Partner with engineers to move prototypes into production, ensuring scientific rigor and practical usability Build and maintain Python-based services and APIs that support AI-driven applications Collaborate on the data infrastructure that powers AI products, including Snowflake, dbt, and Airflow Communicate findings, trade-offs, and recommendations clearly to both technical and non-technical stakeholders Stay current with advances in LLMs, agent architectures, evaluation frameworks, and AI-assisted development workflows What We Are Looking For Education & Experience 3+ years of experience in Data Science, Machine Learning, Applied Science, or a related field BA/BS in Computer Science, Data Science, Statistics, Mathematics, or a related discipline Advanced degree is highly preferred Business Acumen & User Focus Experience owning business outcomes through intelligent systems Ability to identify high-impact opportunities and form informed opinions on what to build next Strong user focus: you talk to users, understand their workflows, and let those insights guide your technical decisions Deep understanding of the data → insights → action workflow and how to measure whether systems are driving outcomes Track record of building trusted partnerships with business stakeholders Technical Expertise Hands-on experience building and evaluating ML or LLM-powered applications Strong understanding of experimental design, evaluation frameworks, and model performance measurement Experience with agent architectures, prompt engineering, or similar applied AI techniques Strong Python programming skills for scientific experimentation and production-oriented implementation Strong SQL skills and experience with cloud data warehouses Familiarity with backend API design and modern web application concepts Nice to have: experience with Snowflake, dbt, Airflow, or similar data infrastructure tools Nice to have: experience with AI-assisted development workflows such as Claude Code, Cursor, Copilot, or similar Nice to have: experience with frontend technologies and UX design, particularly React Communication & Collaboration Ability to clearly explain scientific concepts, trade-offs, and recommendations to technical and non-technical audiences Experience working cross-functionally with engineers, analysts, product leaders, and business stakeholders Strong collaboration skills and a continuous learning mindset Why You Will Thrive Here Opportunity to work at the intersection of applied science, AI, and software engineering A chance to shape intelligent, LLM-powered products with measurable business impact An environment that values experimentation, ownership, and continuous improvement The opportunity to work on high-visibility, high-impact projects with strong cross-functional collaboration The intelligent heart of customer experience 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. 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. As part of our commitment to fairness and transparency, we inform all applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law. 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. 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 click here. 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 peopleandplaces@zendesk.com with your specific accommodation request. Additional Locations: Remote, Portugal