Staff Machine Learning Engineer, CX Intelligence

About the role

Lead the design and delivery of production machine learning systems that power customer support intelligence, including routing, classification, safety and decisioning. Shape technical strategy and partner with product and engineering to improve resolution quality and automation.

What you will do

• Own design and delivery of production ML systems using LLMs, deep learning, graph neural networks and classical methods
• Work with leadership and cross-functional partners to set roadmaps and turn them into quarterly plans with measurable outcomes
• Lead high-impact ML projects end to end, managing priorities, risks and dependencies
• Mentor engineers and set team standards for design, testing, observability and operations

What they look for

• At least eight years in machine learning and software engineering, with a record of building and scaling production ML systems or data platf
• Strong Python skills for maintainable, heavily tested production ML code
• Uses generative AI responsibly with human oversight to deliver measurable gains in workflow efficiency, cost and quality