Senior Data Scientist (AI Customer Support and Safety)
This role focuses on designing end-to-end AI solutions for automating customer support through advanced NLP techniques, with a strong emphasis on production-grade scalability and model lifecycle ownership. The ideal candidate will bridge technical innovation with business impact, ensuring models are deployed efficiently while maintaining high performance in real-world safety-critical scenarios.
Skills required
About this role
The AI Solution Delivery team is expanding its capabilities in NLP to build production-grade AI products. We are looking for a Senior Data Scientist to architect, build and deploy complex models for automating customer support operations. You will be responsible for selecting the right technical approaches and ensuring the scalability of our solutions. A proven track record in applying advanced NLP techniques to real-world problems is required.
Key Responsibilities
- Lead the entire machine learning model lifecycle, from initial research and hypothesis testing to production deployment and maintenance
- Translate complex business goals into well defined data science problems and quantifiable metrics
- Design and develop robust, scalable machine learning systems from scratch, including data analysis, annotation, and processing pipelines
- Contribute to the overall system architecture and integrate ML models with existing backend services and infrastructure
- Monitor and maintain deployed models, proactively identifying and addressing issues like concept drift to ensure consistent performance
- Support the development and growth of other team members through mentorship and participation in onboarding programs
- Drive continuous improvement by automating repetitive tasks and proposing innovative solutions that lead to significant business impact
- Communicate complex technical concepts and findings clearly and concisely to both technical and non technical stakeholders
Skills, Knowledge and Expertise
- 5 years of professional experience in a data science or machine learning role with deep focus on NLP.
- Previous software engineering experience is preferrable.
- An academic background in a quantitative field such as Computer Science, Mathematics, or a related discipline will be a plus
- Expert level proficiency in Python and its core data science libraries (e.g., Pandas, NumPy, Scikit learn).
- Deep expertise in classic machine learning and deep learning techniques, with a strong understanding of advanced mathematics relevant to these fields.
- Experience with ML system design and MLOps practices for building, testing, deploying, and monitoring models in a production environment.
- Proven experience with event systems, deployment environments, and maintaining production services.
- Familiarity with technologies for streaming, batch, and async data processing.
- Strong understanding of software system design principles and the ability to contribute to architectural discussions.
- Experience in experimental design to validate hypotheses and measure the effectiveness of solutions.
- A solid grasp of security, risk, and control concepts in a production environment.
