Senior Machine Learning Scientist

Who you are

You have 5+ years of experience in machine learning and data science, with a strong background in developing and deploying machine learning models that drive real customer impact. Your expertise in Python and libraries such as TensorFlow and Keras allows you to build robust ML solutions that enhance customer service capabilities. You are comfortable with data analysis and can translate complex datasets into actionable insights that inform product decisions. You thrive in collaborative environments, working closely with product and design teams to ensure that machine learning features align with user needs and business goals. You are passionate about staying updated with the latest advancements in machine learning and are eager to apply cutting-edge techniques to solve real-world problems. You understand the importance of testing and measuring the impact of your models, ensuring that they deliver value to customers.

Desirable

Experience with unsupervised learning techniques and clustering algorithms is a plus, as is familiarity with deploying models in production environments. Knowledge of customer service applications and AI-driven solutions will help you excel in this role.

What you'll do

As a Senior Machine Learning Scientist at Intercom, you will lead the charge in defining and developing new machine learning features that enhance our AI customer service agent, Fin. You will research and evaluate appropriate algorithms and technologies, rapidly prototyping solutions that can be tested with customers. Your role will involve collaborating with product managers and designers to ensure that the ML features you develop meet user needs and improve customer experiences. You will also work closely with ML product engineers to transition your prototypes into production, often shipping to beta within weeks of successful offline tests. Your contributions will directly impact how businesses interact with their customers, transforming customer service through innovative AI solutions. You will be responsible for testing and measuring the effectiveness of the models you deploy, iterating on them based on real customer feedback and performance metrics.

What we offer

Intercom provides a dynamic work environment where innovation is encouraged, and your contributions will have a significant impact on our customers' experiences. You will be part of a dedicated machine learning team that is passionate about applying technology to solve complex problems. We offer competitive compensation and benefits, along with opportunities for professional growth and development. Join us in our mission to set a new standard for customer service through AI-driven solutions.