Lead Machine Learning Engineer, ASAPP
$170-190k
+ Performance bonus and equity grant comprised of stock options
More information about location
Generative AI for contact centers
Be an early applicant
Generative AI for contact centers
201-500 employees
Be an early applicant
$170-190k
+ Performance bonus and equity grant comprised of stock options
More information about location
201-500 employees
Company mission
To elevate human performance through the power of generative AI.
Role
Who you are
- Deep experience in NLP and modern ML systems, including hands-on experience with LLM-based or agentic systems
- Strong architectural skills, with proven experience designing complex software systems along with production experience with Python, AWS, Kubernetes, and/or Docker
- Experience implementing technical solutions, tackling tough engineering problems to help build our products and a deep passion for Machine Learning
- A Bachelor’s Degree in CS or other related fields
- Desire to learn new things, work closely with peers from different teams, and open to teach and learn from others
- Demonstrate proficiency in the technical mentorship of junior and mid-level engineers, driving the adoption of best practices and ensuring architectural alignment for scalability and extensibility
Desirable
- Experience building and evaluating agentic systems at scale
- Production experience with LLM-centric services (e.g., inference, orchestration, evaluation, monitoring)
- Familiarity with large-scale ML experimentation, benchmarking, or simulation framework
- Knowledge of techniques for optimizing model architectures for faster inference
- Experience with AWS, CI/CD, Kafka, Athena
What the job involves
- The AI Engineering team is responsible for working closely with the research and modeling teams to create state-of-the-art NLP models for specific tasks, and deploy them in a production setting designed to serve our customers at scale
- We are looking for a Machine Learning Engineer to help build and evaluate the core intelligence behind our agentic AI systems
- This role will play a key part in designing and owning evaluation frameworks that ensure quality, safety, and performance across complex agentic systems
- You'll design and development of ML evaluation systems for agentic and LLM-based architectures
- Translate research ideas into production-grade ML systems with measurable impact
- Partner closely with Research, Product, and Platform teams to productize experiments into robust AI solutions
- Stay current with advancements in ML, NLP, and LLM systems, contributing actively to technical discussions across teams
- Mentor and support other engineers through design reviews, feedback, and knowledge sharing
Our take
With around 70% of purchases driven by customer experience, call centres are an important part of many large companies' sales operations. But call centres have a problem retaining skilled agents, with high pressure and workloads leading to a turnover rate more than double other workforces. ASAPP is aiming to fix that by providing AI tools to support call centre agents by reducing their data entry and reporting workload.
ASAPP is by no means alone in this space, with other startups such as Lang, Gong and Cogito entering the AI call-centre market along with growing interest from giants such as Amazon and Google. But it's early start (ASAPP was founded in 2014) and focus on development of its NLP models gives it an edge that it seems set to retain, with a client base consisting of enterprise companies such as jetBlue, EY and American Airlines.
In 2024, ASAPP continued to lead the way in generative AI for contact centers, with the launch of its GenerativeAgent product, redefining customer service by automating 99% of interactions and boosting efficiency and satisfaction. With strong partnerships and a history of success, ASAPP is ready for even more growth.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
7% employee growth in 12 months
Company
Funding (last 2 of 3 rounds)
May 2021
$120m
SERIES C
May 2020
$185m
SERIES B
Total funding: $380m
Company benefits
- Learning & Development: We understand the importance of fostering continuous learning and growth among our team members. To support this, we offer comprehensive training programs and a range of career development opportunities. These initiatives are designed to help you acquire new skills and expertise, as well as refine your existing talents
- Comprehensive Health Benefits: We believe that you are at your best when you’re healthy. We provide comprehensive medical, vision, and dental coverage for you (and your family) and a monthly gym reimbursement to help keep you at your best
- Daily Catered Meals: Food not only fuels our endeavors but also acts as a catalyst for ASAPP team members to bond and recharge. In each of our offices, we offer a variety of snacks, beverages, and catered meals (or food stipends) to facilitate this experience
- 401K Program: While we strive to shape the future of customer interactions for enterprises, we prioritize the financial well-being of our by offering company-sponsored retirement accounts. Moreover, we provide contribution matching to empower them to save for their future (US only)
- Family Leave: At ASAPP, we prioritize the significance of family, including quality time and support. So, we provide comprehensive benefits such as maternity, paternity, and family sick care leave
- Vacation: We have lofty ambitions to create norm-changing experiences but also recognize the importance of allowing our team to unplug and reset. We offer a vacation program that gives you the time to enjoy life experiences outside of the workplace
Company HQ
World Trade Center, New York, NY
Leadership
Gustavo Sapoznik
(Founder & CEO)Studied at the University of Chicago, before founding ASAPP in August of 2014.
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