Machine Learning Engineer

Directly is working on an exciting new product, Darwin. Directly Darwin, is the next evolution of the chatbot space. It is the only no-code chatbot that teaches itself, and by bringing together machine learning and a community of diverse and talented people, we believe Darwin is a big step forward for the chatbot industry and the future of customer support. 
Directly has a great opportunity for a Machine Learning Engineer specializing in Natural Language Processing to join our Data Science team. You will get to work with our unique data, impacting our customers via machine learning and driving revenue. You will rapidly prototype machine learning models with production data and directly impact our enterprise customers’ KPIs, creating a wonderful AI-powered customer experience for end-users. This Machine Learning Engineer will be crucial in developing and iterating on our conversational AI engine, partnering with members of our Data Science team, and working cross-functionally across the company to configure ML models and share state-of-the-art Machine Learning and AI techniques. 

What You'll Do:

• Incorporate best Machine Learning practices into products and solutions across the organization
• Write production level Python code to deliver production-ready Machine Learning models
• Design and conduct experiments in an effort to improve Machine Learning models and create new Machine Learning pipelines
• Maintain Machine Learning pipeline configurations and collaborate with our Analytics teams to ensure that ML models are performing optimally
• Make an impact on a lean, high-caliber team driving a positive customer experience via AI (improving resolution rate, deflection rate, CSAT, etc.)
• Participate in our bi-weekly journal clubs and present on state-of-the-art ML/AI techniques

What We're Looking For:

• 3+ years of work experience as a Machine Learning Engineer and/or Data Scientist with engineering experience
• Experience in an agile, fast-moving environment with rapid prototyping
• Degree in Computer Science or related technical field
• Experience building predictive models / Machine Learning models 
• Strong Python skills 
• Strong background in deep learning libraries such as Tensorflow or Pytorch 
• Experience with Natural Language Processing (NLP) models and comfortability building predictive models with text data 
• Strong communication skills and ability to work cross-functionally, translating complex concepts to a non-technical audience
• Collaborative team player who loves to teach and learn 

Bonus Points:

• Involved in building conversational-AI systems
• Industry experience in customer support / CX

At Directly, we are focused on building a dynamic and inclusive community where everyone can do the best work of their lives. Directly is an equal opportunity employer and committed to creating an inclusive environment. We hire, develop, and retain the most talented individuals by celebrating our diverse cultures, perspectives, skills, and experiences.______________________________________________________________________________________________
Directly is a pioneer in customer service for many of the world’s leading brands. Many of the world’s leading brands partner with Directly to support customers with cutting-edge AI and on-demand customer service that consumers love.
Companies like Airbnb, Microsoft, and Samsung improve their customer experience, boosting CSAT by up to 20% while significantly reducing contact center volume and saving millions per year.
Directly is based in San Francisco and backed by Microsoft’s M12 Ventures, Samsung NEXT, True Ventures, Costanoa Ventures, Industry Ventures, Triangle Peak Partners, and Northgate Capital.
We have an amazingly talented team focused on collaboration and melding together creativity, technology, and data-driven insights. Come join us and contribute to our culture of curiosity, authenticity, and innovation!