Transforming Customer Experiences with AI-First Solutions
Intercom is revolutionizing the way businesses deliver support, leveraging AI to create faster, more personalized experiences for customers and support agents alike.
Award-winning AI-first customer service platform enhances customer satisfaction, operational efficiency, and scalability.
What's the Opportunity?
The Machine Learning team at Intercom is responsible for developing new features, researching cutting-edge algorithms, and rapidly bringing prototypes to market.
This team of passionate ML engineers collaborates closely with Product and Design functions to drive innovation and excellence in machine learning solutions.
Key Responsibilities:
* Identify areas where machine learning can add value for customers
* Determine the optimal ML approach for product challenges
* Collaborate with teammates and stakeholders to develop effective ML products
* Conduct exploratory data analysis and research
* Develop a deep understanding of problem areas
* Research and identify suitable algorithms and tools
* Balance innovation with pragmatism, pushing boundaries when necessary
* Evaluate offline evidence to inform algorithm success
* Work with engineers to bring prototypes to production
* Plan, measure, and socialize learnings to inform iteration
* Promote cross-functional collaboration to build exceptional ML products
Requirements:
* Broad applied machine learning knowledge
* 3-5 years of experience in applied ML
* Practical statistical knowledge (experiment design, confounding variables)
* Intermediate programming skills
* Strong communication skills across disciplines
* Comfort with ambiguity and uncertainty
* Typically holds advanced education in ML or related field
* Scientific thinking and problem-solving skills
Desirable Skills and Attributes:
* Track record of shipping ML products
* PhD or experience in a research environment
* Deep expertise in applicable ML areas (e.g., NLP, Deep Learning, Bayesian Methods)
* Strong stats or math background
* Visualization, data skills, SQL, Matplotlib, etc.
Benefits:
* Competitive salary and equity in a fast-growing start-up
* Lunch served every weekday, plus snacks and a fully stocked kitchen
* Open vacation policy and flexible holidays
* Paid maternity leave and 6 weeks of paternity leave
* Cycle-to-Work Scheme and secure bike storage
* MacBooks as standard, with flexibility to choose equipment
Policies:
Intercom has a hybrid working policy, requiring employees to be in the office at least two days per week.
We maintain a radically open and accepting culture, avoiding divisive topics to foster a safe work environment.
Intercom values diversity and is committed to equal employment opportunity, prohibiting discrimination based on protected characteristics under federal, state, or local law.