Senior Machine Learning Engineer, CX

What you'll do

• Architect and deploy a multi-agent framework for agent assist, internal SOP execution, and secure LLM-powered actions.
• Own end-to-end project execution for complex ML initiatives from initial design through production delivery.
• Build and optimize AI-driven concierge chat and agent copilot experiences to improve automated resolution rates.
• Develop systems to detect and manage bad actors and adversarial inputs to ensure platform safety.
• Establish best practices for system design, coding standards, and evaluation frameworks for ML/AI systems.
• Mentor team members on architectural decisions and modern ML development workflows.
• Communicate complex ML concepts clearly to non-technical stakeholders across product, design, and CX teams.

What we're looking for

• 5+ years of professional experience in machine learning and software engineering shipping production-grade ML services at scale.
• Hands-on expertise with large language models, deep learning architectures, and the generative AI ecosystem.
• Demonstrated ability to build multi-agent or LLM orchestration systems.
• Proficiency in Python to write clean, maintainable, and highly tested production code for ML applications.
• Specialized depth in NLP, information retrieval, conversational AI, or advanced statistical modeling.
• Proven ability to write technical design documents and communicate complex ML concepts to non-technical stakeholders.
• Ability to responsibly use generative AI tools and copilots in daily workflows using human-in-the-loop practices.