Machine Learning Scientist

**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.

**The Opportunity**

**What you will get to do**:

- Benchmark and Evaluation: Develop and use benchmarking tools to assess the performance and capabilities of various language models, ensuring they meet our high standards of accuracy and efficiency.
- Model Integration: Integrate language models, especially those lacking function calling, into existing pipelines to enhance system capabilities and user experiences.
- Standardization: Establish and maintain standardized processes for model evaluation, focusing on consistency, reproducibility, and comparability across different models and tasks.
- Collaboration: Work closely with product and engineering counterparts to align model requirements and integrate feedback into the development process.

**What we are looking for**:

- Experimentally Minded: You thrive on exploring the unknown, conducting experiments, and deriving insights that inform the next steps. You’re not afraid to try new approaches, iterate, and learn from results.
- Trend Watcher: You keep up with the latest trends and breakthroughs in generative AI and are always eager to learn about new models, methods, and tools.
- Collaborative Problem Solver: You enjoy working in cross-functional teams, sharing your insights, and learning from others. You believe in collective problem-solving and the value of diverse perspectives.
- Self-Starter: You’re proactive and comfortable working in ambiguous environments. You take ownership of your work and are driven by curiosity and a desire to push boundaries.

**What You Are Not**:

- Routine-Oriented: This role isn’t for someone looking for routine tasks or repetitive work. We’re looking for someone who thrives on variety and enjoys navigating complex, evolving challenges.
- Follower of Trends, Not a Doer: We need someone who not only keeps up with trends but also knows how to leverage those trends into actionable, impactful outcomes.
- Solo Performer: While independent work is part of the job, our best work happens through collaboration and shared innovation. If you prefer working entirely solo, this might not be the right environment.

**Qualifications**:

- 2+ years of experience in related fields.
- Expertise in NLP and ML: Strong background in Natural Language Processing (NLP) and Machine Learning (ML) with a focus on language models.
- LLM Experience: Hands-on experience working with Large Language Models, including fine-tuning, evaluation, and integration.
- Proficiency in Python: Advanced knowledge of Python programming, along with experience using ML libraries such as TensorFlow, PyTorch, and Huggingface.
- Experimental Mindset: Strong ability to design, conduct, and iterate on experiments to validate hypotheses and optimize model performance.
- Analytical and Critical Thinking: Ability to analyze and interpret model outputs, identify areas for improvement, and implement solutions to optimize performance.
- Adaptability: Comfortable working in a fast-paced, evolving field with frequent advancements and changes.

**About the ML Team**

We are a strong 30+ member Machine Learning team with a focus on Speech and NLP. Our mission is to deliver the best of AI capabilities to revolutionize the world of Contact Centers through Observe.AI’s product offerings. We push the boundaries of Spoken Language Understanding to develop ML capabilities that power innovative product features for our customers, and our ML platform processes millions of contact center interactions per day. That said, we are a bunch of super fun folks to hang out with beyond work as well:

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**Compensation, Benefits and Perks**
- Excellent medical insurance options and free online doctor consultations
- Yearly privilege and sick leaves as per Karnataka S&E Act
- Generous holidays (National and Festive) recognition and parental leave policies
- Learning & Development fund to support your continuous learning journey and professional development
- Fun events to build culture across the organization
- Flexible benefit plans for tax exemptions (i.e. Meal card, PF, etc.)

**Our Commitment t