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Senior Product Engineer - AI Platform

IntercomDublin, Ireland
On-site Full-time

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Experience Level

Senior

Qualifications

Design and develop systems that underpin Intercom’s leading AI products, primarily utilizing our ML Python tech stack, while also engaging with our Rails application as needed. Collaborate with ML engineers and ML scientists to transition proof-of-concept code into robust, scalable production solutions. Engage in partnerships with ML engineers to innovate and refine our service offerings. Test and validate the performance and accuracy of machine learning models in real-world applications. Stay updated with the latest advancements in machine learning and AI technologies to continuously improve our product offerings.

About the job

At Intercom, we are at the forefront of AI-driven customer service, dedicated to empowering businesses to deliver exceptional customer experiences.

Our flagship AI agent, Fin, represents the pinnacle of customer service AI technology, enabling businesses to provide continuous, flawless service that enhances customer interactions. By integrating Fin with our Helpdesk, we offer a comprehensive solution known as the Intercom Customer Service Suite, designed to tackle complex, high-touch inquiries that necessitate human intervention.

Founded in 2011, Intercom has gained the trust of nearly 30,000 businesses globally, continuously setting the benchmark for outstanding customer service. Our core values drive us to push boundaries, innovate rapidly, and consistently deliver remarkable value to our customers.

What is the opportunity?

We are seeking experienced Senior Product Engineers to join our AI Infrastructure team at Intercom, focused on the development of AI-powered products. As a Product Engineer within AI infrastructure, you will collaborate closely with our Machine Learning (ML) engineers and scientists. You will gain a profound understanding of our product offerings, ML technology stack, and our development processes, with the aim to enhance and expedite these processes further.

The broader AI group is tasked with defining new ML features, investigating suitable algorithms and technologies, and quickly deploying initial prototypes to our customers.

Our AI infrastructure team is building a platform that enables rapid adaptation to new AI advancements within days, while ensuring a reliable service for our customers. We provide foundational services for AI systems and develop framework-level code utilized daily by other engineers and scientists in the AI division.

Our passion lies in leveraging machine learning technology, having successfully productized a spectrum of solutions ranging from traditional supervised models to innovative unsupervised clustering algorithms and advanced transformer neural networks. We rigorously test and measure the tangible customer impact of every model and adjustment we implement.

If you are a seasoned backend engineer with an analytical mindset and practical experience in ML systems and platforms, we invite you to connect with us!

About Intercom

Intercom is a trailblazer in AI Customer Service, committed to revolutionizing the way businesses interact with their customers. With our innovative solutions and a dedicated team, we strive to provide unparalleled customer experiences and support to our clients worldwide.

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