As a Senior AI&ML Researcher in our Workforce Management group, you will be part of a cross-sectional team working at the intersection of machine learning, GenAI, agentic AI, ML-Ops and Operations Research. You will develop the next generation of our companys Workforce Management solution for our customers contact centers - forecasting work volume, scheduling agent shifts, managing time-off requests, and owning the full lifecycle of the work schedule, in a high-stakes production environment serving many customers. Our solution has been recognized as the market leader for over 10 years.
How will you make an impact?
Developing end-to-end ML systems, tailored to specific project needs, to train and serve production-level models in a high-stakes environment.
Deploying GenAI and agentic AI systems to customers in production, improving on existing solutions or creating new services from scratch.
Designing and building agentic AI flows - tool use, multi-step reasoning, and orchestration.
Forecasting work volume and optimizing shift schedules using time-series methods and mathematical optimization.
Integrating new features and solutions into large existing software systems, stringing multiple disciplines together.
Running unstructured evaluation processes - finding noteworthy phenomena, experimenting, and feeding conclusions back to the team.
Owning projects end-to-end, leading team members and colleagues to efficient planning and delivery.
Requirements: 5+ years of experience as an applied researcher or research engineer.
Loves reading and writing code.
Hands-on Python developer - training models, using trained models, data carpentry, preprocessing and analysis.
Hands-on with PyTorch.
ML-Ops and cloud experience - deploying and serving models on AWS or another cloud provider.
Experience with mathematical optimization (e.g. Gurobi).
Hands-on experience designing and building agentic AI flows.
Effective Claude user.
Independent and analytical thinker - capable of running unstructured evaluations and driving conclusions.
Experience working in an agile environment.
You will have an advantage if you also have:
MSc in Computer Science or an equivalent engineering field.
Experience with HuggingFace, scikit-learn, and pandas/SQL.
Containerization with Docker.
LLM-specific experience: RAG, fine-tuning, evaluation frameworks.
This position is open to all candidates.