Staff Machine Learning Scientist London, England

Intercom is the AI Customer Service company on a mission to help businesses provide incredible customer experiences. Our AI agent Fin lets businesses deliver always-on, impeccable customer service and transform their customer experiences. Fin can be combined with our Helpdesk to become the Intercom Customer Service Suite, providing AI enhanced support for more complex or high touch queries that require a human agent. Intercom was founded in 2011 and is trusted by nearly 30,000 global businesses. We are focused on pushing boundaries, building with speed and delivering value to our customers.

Intercom’s Machine Learning team defines new ML features, researches appropriate algorithms and technologies, and rapidly delivers first prototypes to customers. We are a product-focused team that partners with Product and Design; our ML product engineers move to production quickly, often shipping to beta within weeks after offline tests. We apply a range of ML techniques, from classic supervised models to cutting-edge unsupervised clustering, transformer-based applications, and measure real customer impact of each model we deploy.

• Play an active role in hiring, mentoring and career development of other engineers
• Raise the bar for technical standards, performance, reliability, and operational excellence
• Identify areas where ML can create value for our customers
• Identify the right ML framing of product problems - working with teammates and Product and Design stakeholders
• Conduct exploratory data analysis and research - deeply understand the problem area
• Research and identify the right algorithms and tools - being pragmatic, but innovating when needed
• Perform offline evaluation to gather evidence an algorithm will work
• Work with engineers to bring prototypes to production
• Plan, measure & socialize learnings to inform iteration
• Partner deeply with the rest of the team to build excellent ML products

• 5-8 years applied ML experience
• Senior/staff background (data science, software development or academic)
• Significant, demonstrated impact on product or teams
• Experience as the primary technical leader for a team
• Strong communication skills within engineering and across disciplines
• Comfort with ambiguity
• Typically advanced education in ML or related field (e.g. MSc)
• Scientific thinking skills
• Track record shipping ML products
• PhD or equivalent research experience
• Deep experience in applicable ML areas (e.g., NLP, deep learning, Bayesian methods, reinforcement learning, clustering)
• Strong statistics or math background

Benefits and culture We are a well treated team with awesome benefits. Competitive salary and equity in a fast-growing startup. We offer lunch on weekdays, a stocked kitchen, comprehensive health and dental insurance, open vacation policy and flexible holidays, paid maternity and six weeks paternity leave, Cycle-to-Work Scheme, and hardware support (MacBooks or equivalent). We value a diverse, inclusive environment and do not discriminate based on gender, ethnicity, sexual orientation, religion, civil or family status, age, disability, or race. We maintain a hybrid working policy and expect in-office presence at least three days per week. We strive for an open, cohesive culture and focus on doing incredible work aligned with Intercoms core values.

Equal Employment Opportunity Intercom values diversity and is committed to an Equal Employment Opportunity policy. We will not discriminate against applicants or employees on the basis of race, color, religion, creed, national origin, ancestry, sex, gender, age, disability, veteran status, genetic information, sexual orientation, gender identity or expression, marital status, or any other legally protected status.

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