In the two part blog “How AI finally learned to triage IT support issues” (part I / part II), we discussed Moveworks’ approach leveraging deep learning to effectively route IT issues. Since then, we’ve furthered our investment in LLM-based models to improve performance and scalability of our in-house triage system. We are now seeking a seasoned Data Scientist to help shape the future of enterprise ticket routing.

The ideal candidate will have a strong background in modern machine learning stack, natural language processing, and hands-on experience with large language models. In addition, ability to push production code with sound engineering fundamentals would be nice to have.You will collaborate closely with a vibrant cross-functional team (ML engineers, product managers, and data engineers).

If you are looking to apply state-of-the-art NLP/ML techniques to enterprise SAAS products, we have the opportunity for you. 

 

What You Will Do:

• Demonstrate proficiency in NLP techniques and models such as BERT, Transformers, GPT to train and improve current ML models.
• Motivated to improve the scalability of triage models through MLops and self-serving tools.
• Utilize continuous integration and continuous deployment best practices, including test automation and monitoring, to ensure the successful deployment of ML models and application code.
• Collaborate with data engineers to build scalable and robust data pipelines to support key business metrics, customer-facing dashboards or model training.
• Investigate and improve model performance with sound analytical approaches.
• Apply quantitative methods and curate relevant data sets to address challenges in different components of the Triage system.
• Drive projects forward by forming close collaborations with cross-functional partners to reach the end deliverables, such as production-grade models or analyses that shape the technical vision.

Who You Are:

• You have advanced degrees in Math/Statistics, Engineering, Physics, Computer Science, Economics, or equivalent practical experience.
• You have strong experience in NLP and LLM models and have experience in applying them to real-world problems.
• You have 4+ years of experience solving real-world problems using quantitative approaches and machine learning.
• You have excellent analytical skills and are able to provide cross-functional teams with data-driven insights.
• You have expertise in programming skills (e.g. Python or R), visualization, SQL, data modeling, ETL, and data warehousing concepts.
• You are comfortable proposing engineering enhancements/changes.
• You are comfortable with ambiguity and able to thrive with minimal oversight and process.
• You are an effective communicator; and you empathize with customers and stakeholders to build meaningful relationships.
• You are curious and bring genuine excitement to learn new subject areas and are comfortable to be scrappy when needed.