Software Engineer II (Machine Learning)

Helpshift

Pune, IN
  • Job Type: Full-Time
  • Function: Engineering Software
  • Post Date: 02/23/2021
  • Website: helpshift.com
  • Company Address: 343 Sansome St, San Francisco, CA, 94104

About Helpshift

Helpshift bridges the disconnect between conventional customer service channels—like email and phone support—and a growing consumer base that does more on mobile phones and has a strong preference for messaging as the primary mode of communication. Through Helpshift’s AI-powered support platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process. Companies such as Xfinity Home, Microsoft, Virgin Media, Zynga, Viacom, and hundreds of other leading brands use the Helpshift platform to provide messaging-first customer support. Helpshift is installed on two billion devices worldwide and serves more than 820 million active consumers monthly. To learn more about Helpshift, visit helpshift.com and follow @helpshift on Twitter.

Job Description

We are on a mission to rid the world of bad customer service by “mobilizing” the way help is delivered. Today’s consumers want an always-available customer service experience that leaves them feeling valued and respected. Helpshift helps B2B brands deliver this modern customer service experience through a mobile-first approach that changes how conversations take place, moving the conversation away from slow, outdated email and desktop experience to an in-app chat experience that allows users to interact with Brands on their own time. Through our market leading chatbots and automations, we help brands deliver instant and rapid resolutions. Because agents play a key role in delivering help, our platform gives agents superpowers with automations and AI that simply works. Companies such as Brex, EA, Square,  Tencent, Supercell along with hundreds of other leading brands use the Helpshift platform to mobilize customer service delivery. Over 820 million active monthly consumers and are enabled on 2B+ devices around the world with Helpshift.
Some numbers which illustrate our scale:
* 85k/rps
* 30ms response time
* 300 GB data transfer/hour
* 1000 VMs deployed at peak
 
About the Team:
Consumers care first and foremost about having their time valued by brands. Helpshift’s Bot and AI-powered support platform, companies can resolve issues more efficiently, boosting customer satisfaction in the process.  The Machine Learning team collaborates with business stakeholders & data scientists to design effective, efficient  and resilient ML Systems. Machine Learning team is responsible for operationalising  NLP models at scale

About the Role:

    • Design and manage Machine Learning  solutions to enhance customer experience.
    • Develop, Deploy and Track  ML models to serve  product and business requirements.
    • Collaborate with Data Scientist for feature training and selection.
    • Design transparency and explainability for AI ModelsWrite design specifications, figure out test, deployment and scaling plans.
    • Explore and present interesting insights to cross-functional teams and other stakeholders in the organisation.
    • Mentor people in the team & organisation.
    • Keep calm and learn everyday.

About You:

    • 4+ years of server-side software development experience.
    • 1+ years of Machine Learning experience or Data engineering experience.
    • Proficient with Python programming language.
    • Interest in Data Science, Machine Learning, Natural Language Processing.
    • Knowledge of AI Toolkits: Scikit, Tensorflow, Spacy etc.
    • Knowledge of Databases like: PostgreSQL, MongoDB, ElasticSearch etc.
    • Knowledge of writing efficient SQL queries over Big Data Handy with the shell and automation tools.
    • Bachelor’s Degree in Computer Science (or equivalent).

Projects that you may work on:

    • Work Closely with the Data Science team on Helpshift’s Patented Smart Intents Project, scaling machine learning models in production.
    • Research & apply  machine learning in various parts of Helpshift Dashboard (e.g automated onboarding).
    • Scale/Refine existing Machine Learning products such as Helpshift Predict/Insights.
Helpshift embraces diversity. We are proud to be an equal opportunity workplace and do not discriminate on the basis of sex, race, colour, age, sexual orientation, gender identity, religion, national origin, citizenship, marital status, veteran status, or disability status.

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Disclaimer: Local Candidates Only
This company does NOT accept candidates from outside recruiting firms. Agency contacts are not welcome.