Staff Machine Learning Scientist

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences.Our AI agent Fin, the most advanced customer service AI agent on the market, lets businesses deliver always-on, impeccable customer service and ultimately transform their customer experiences for the better. Fin can also be combined with our Helpdesk to become a complete solution called the Intercom Customer Service Suite, which provides AI enhanced support for the more complex or high touch queries that require a human agent.Founded in 2011 and trusted by nearly 30,000 global businesses, Intercom is setting the new standard for customer service. Driven by our core values, we push boundaries, build with speed and intensity, and consistently deliver incredible value to our customers.What\’s the opportunity? Intercom\’s Machine Learning team is responsible for defining new ML features, researching appropriate algorithms and technologies, and rapidly getting first prototypes in our customers\’ hands.We are an extremely product focussed team. We work in partnership with Product and Design functions of teams we support. Our team\’s dedicated ML product engineers enable us to move to production fast, often shipping to beta in weeks after a successful offline test.We are very passionate about applying machine learning technology, and have productized everything from classic supervised models, to cutting-edge unsupervised clustering algorithms, to novel applications of transformer neural networks. We test and measure the real customer impact of each model we deploy.What will I be doing? Play an active role in hiring, mentoring and career development of other engineersRaise the bar for technical standards, performance, reliability, and operational excellenceIdentify areas where ML can create value for our customersIdentify the right ML framing of product problems – Working with teammates and Product and Design stakeholdersConduct exploratory data analysis and research – Deeply understand the problem areaResearch and identify the right algorithms and tools – Being pragmatic, but innovating right to the cutting-edge when neededPerform offline evaluation to gather evidence an algorithm will workWork with engineers to bring prototypes to productionPlan, measure & socialise learnings to inform iterationPartner deeply with the rest of team, and others, to build excellent ML productsWhat skills might I need? 5-8 years applied ML experiencePrevious background in a senior/staff role (data science, software development or academic)Significant, demonstrated impact that your work has had on the product and/or the teamsExperience as the primary technical leader for a teamStrong communication skills, both within engineering teams and across disciplines.Comfort with ambiguityTypically have advanced education in ML or related field (e.g. MSc)Scientific thinking skillsTrack record shipping ML productsPhD or other experience in a research environmentDeep experience in an applicable ML area – E.g. NLP, Deep learning, Bayesian methods, Reinforcement learning, clusteringStrong stats or math backgroundWe are a well treated bunch, with awesome benefits! If there\’s something important to you that\’s not on this list, talk to us!Competitive salary and equity in a fast-growing start-upWe serve lunch every weekday, plus a variety of snack foods and a fully stocked kitchenp>Peace of mind with life assurance, as well as comprehensive health and dental insurance for you and your dependentsOpen vacation policy and flexible holidays so you can take time off when you need itPaid maternity leave, as well as 6 weeks paternity leave for fathers, to let you spend valuable time with your loved onesIf you\’re cycling, we\’ve got you covered on the Cycle-to-Work Scheme. With secure bike storage tooMacBooks are our standard, but we\’re happy to get you whatever equipment helps you get your job doneWe are a diverse bunch of people and we want to continue to attract and retain a diverse range of people into our organisation. We\’re committed to an inclusive and diverse Intercom! We do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race.Intercom has a hybrid working policy. We believe that working in person helps us stay connected, collaborate easier and create a great culture while still providing flexibility to work from home. We expect employees to be in the office at least three days per week.We have a radically open and accepting culture at Intercom. We avoid spending time on divisive subjects to foster a safe and cohesive work environment for everyone. As an organization, our policy is to not advocate on behalf of the company or our employees on any social or political topics out of our internal or external communications. We respect personal opinion and expression on these topics on personal social platforms on personal time, and do not challenge or confront anyone for their views on non-work related topics. Our goal is to focus on doing incredible work to achieve our goals and unite the company through our core values .Intercom values diversity and is committed to a policy of Equal Employment Opportunity. Intercom will not discriminate against an applicant or employee on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, physical or mental disability, veteran or military status, genetic information, sexual orientation, gender identity, gender expression, marital status, or any other legally recognized protected basis under federal, state, or local law.Interested in building your career at Intercom? Get future opportunities sent straight to your email.

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