Lead Machine Learning Engineer, ASAPP
$190-200k
Eligible to participate in ASAPP's equity plan
Office located in 10007, NY
AI agents for enterprise contact centers
Job no longer available
AI agents for enterprise contact centers
201-500 employees
Job no longer available
$190-200k
Eligible to participate in ASAPP's equity plan
Office located in 10007, NY
201-500 employees
Company mission
To solve the toughest challenges in customer services with AI.
Role
Who you are
- Bachelor’s degree (U.S. or foreign equivalent) in Science, Technology, Engineering, Math, Computer Science, or related and two (2) years of experience in the job offered or in a related role
- Must have two (2) years of experience with:
- Python, AWS, Kubernetes, or Docker
- Debugging complicated systems and writing solid test cases to ensure their stability;
- Cross-team collaboration; and computational linguistics or natural language processing
- Must have one (1) year of experience with:
- Working with architecture team to define and refine cross-team architectural approaches
- Designing the measurement and metrics of online systems
- A/B testing and subsequent analysis of defined metrics
- Management of complex machine learning models and data, including management of dynamic taxonomies that fit business needs, data annotation processes, and data sampling and model training pipelines
What the job involves
- Guide the process of productizing research experiments into enterprise-ready AI solutions
- Advise the team on quality of code, tests and documentation
- Pragmatically apply better practices or tooling
- Lead discussions on complex designs. Set up new projects to ensure architectural success
- Plan with technical debt in mind and advise teammates on technical debt
- Act as primary owner of production systems and proactive connector for team
- Lead cross-team projects and participate in major organizational initiatives
- Help teammates overcome obstacles and complete project work
- Actively involved in organizational engineering strategy and articulate a coherent future vision for systems tended by the team
- Design, develop, and deploy fast, efficient, and highly scalable machine learning algorithms that are applied to natural language processing problems
- Work with our senior product team, engineers, and researchers to develop high-quality software that is robust and reliable
- Help turn research into meaningful Machine Learning (ML) products that help tens of millions of users
- Improve existing ML models from tweaking the dataset to replacing the entire solution with a whole new method
- Assess the risks and merits of different approaches to solving complex problems in the light of the specific requirements and time frame
- Actively work on creating and improving tools to parallelize model training, unifying dataset creation and accuracy measurements across experiments
- Follow advancements in AI and ML
Our take
With around 70% of purchases driven by customer experience, call centers are an important part of many large companies' sales operations. But call centers 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 center 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-center 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 HQ
World Trade Center, New York, NY
Leadership
Priya joined ASAPP in 2022 as CTO, moving into the role of President of Technology in 2023, Interim CEO in 2024 and CEO in 2025. Prior to ASAPP, she spent 3 years at Microsoft as a VP of Data & AI and 2 years at IBM as CTO/VP of Applied AI.
Jo-Anne Sinclair
(CLO)Prior to joining ASAPP in 2016, Jo-Anne was an Attorney at Sereno Legal Service and an SVP of Legal at Nuance Communications. She was also on the General Counsel at ScanSoft for 5 years and Caere Corporation for 2 years.
Nirmal Mukhi
(Chief Architect)Nirmal joined ASAPP in 2021 as a Director of Machine Learning Infrastructure. Since then, he has held a number of roles and moved into the role of Chief Architect in 2025. Previously, he served as the CTO at TRANSFR and spent 19 years at IBM, joining as a Software Engineer before becoming a Solutions Portfolio Manager, Development Manager of IBM Watson Education, and Development Leader of Watson Education Platform.
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