About Us

Observe.AI is the fastest way to boost contact center performance with live conversation intelligence. Built on the most accurate AI engine in the industry, Observe.AI uncovers insights from 100% of customer interactions and maximizes frontline team performance through coaching and end-to-end workflow automation. With Observe.AI, companies can act faster with real-time insights and guidance to improve performance, from more sales to higher retention.

Observe.AI is trusted by hundreds of customers and partners, including Pearson, Accolade, Group 1 Automotive, Southeast Trans, and Public Storage. Our recent $125 million Series C led by Softbank Vision Fund 2 with participation from Zoom Video Communications, Inc., brings our total funding to date to $213M, with investments from Menlo Ventures, Next47, NGP Capital, Emergent Ventures, Scale Ventures, Nexus Ventures, and Y-Combinator. For more information, visit www.observe.ai.

The Opportunity

Join us as a Senior Machine Learning Engineer specializing in Natural Language Processing (NLP), where you will tackle some of the most exciting challenges in the field today. This role involves working with state-of-the-art machine learning and deep learning algorithms, focusing on next-generation AI technologies such as large language models, generative AI, retrieval-augmented generation, LLM agents, and fine-tuning techniques.

In this position, you won't just be experimenting; you will carry projects through to production, ensuring they are scalable, low latency, and cost-efficient. You will work within our ML platform, upholding the highest standards of MLOps practices, particularly in handling sensitive PII and PCI data securely.

Additionally, you will collaborate directly with our design partners at the customer's end to understand their challenges and craft cutting-edge ML solutions tailored to their needs. This role offers the unique opportunity to contribute to the community through tech blogs and by publishing papers in prestigious ML/NLP conferences like EMNLP and ACL.

What you’ll do day to day

• ML Development: Engage in the full lifecycle of machine learning model development, from initial concept and data collection to training, evaluation, and deployment in production environments.
• Solution Crafting: Work closely with our partners and product managers to understand their specific problems and develop tailored ML solutions to address these challenges effectively.
• Innovation and Research: Stay abreast of the latest advancements in ML, DL, and NLP. Introduce and evangelize new technologies and methodologies that can benefit the Observe.AI ecosystem.
• High Stakes in Production: The systems you design are critical to our customers' operations, requiring resilience and low-latency performance. Your role will focus on ensuring these systems are reliable and predictable in production, minimizing downtime.
• Community Engagement: Contribute to the broader ML community through technical blogs and publications, enhancing both your and the company's presence in the field.

• Educational Background: Master’s or Ph.D degree in Computer Science or a related discipline with a strong foundation in ML, DL, and NLP.
• Professional Experience: At least 4 years of industry experience in building and scaling large-scale NLP systems.
• Technical Expertise: Deep understanding of ML and NLP fundamentals, with practical experience in deploying machine learning models in production. Proficiency in Python and ML frameworks like Pytorch, TensorFlow, TensorRT and Sagemaker/VertexAI.
• Knowledge of NLP Trends: Solid grasp of recent trends in NLP, including transformers, language models, text classification, generative approaches, entity recognition, prompting techniques, question answering, information retrieval, and more.
• Soft Skills: Excellent communication, collaboration, and presentation skills are essential, as is the ability to provide thought leadership and influence product development.
• Additional Qualifications: Experience with Spoken Language Understanding or Conversational AI, publications in top NLP conferences, and relevant open-source contributions are desirable.

Compensation, Benefits and Perks

Competitive compensation including equity

Excellent medical, dental, and vision insurance options

Flexible time off 

Generous holidays and parental leave policies

401K plan

Learning & Development fund to support you in your continuing education journey and professional development

Fun events to drive towards our culture supporting a community of Connect, Collaborate, Celebrate

Our Commitment to Inclusion and Belonging

Observe.AI is an Equal Employment Opportunity employer that proudly pursues and hires a diverse workforce. Observe AI does not make hiring or employment decisions on the basis of race, color, religion or religious belief, ethnic or national origin, nationality, sex, gender, gender identity, sexual orientation, disability, age, military or veteran status, or any other basis protected by applicable local, state, or federal laws or prohibited by Company policy. Observe.AI also strives for a healthy and safe workplace and strictly prohibits harassment of any kind.

We welcome all people. We celebrate diversity of all kinds and are committed to creating an inclusive culture built on a foundation of respect for all individuals. We seek to hire, develop, and retain talented people from all backgrounds. Individuals from non-traditional backgrounds, historically marginalized or underrepresented groups are strongly encouraged to apply.

If you are ambitious, make an impact wherever you go, and you're ready to shape the future of Observe.AI, we encourage you to apply. For more information, visit www.observe.ai.