Applied Scientist

About Dialpad
Dialpad is the leading AI-powered customer communications platform, transforming how businesses communicate with their customers. More than 50,000 companies around the globe — including Netflix, RE/MAX, Uber, Randstad, and Tractor Supply — rely on Dialpad to build stronger customer connections using real-time, AI-driven insights. Visit dialpad.com to learn more.

Being a Dialer
At Dialpad, you’ll be part of a collaborative team working toward our shared mission of making our customers and their employees wildly successful. We believe that every conversation matters, and we're elevating each one with a platform that drives real-time insights and automation for our customers.

We thrive on continuous evolution, where every employee leverages industry-leading AI to constantly refine our platform and our own skills. We seek individuals who not only meet our high standards but go beyond them. Our ambition is significant, and achieving it requires a team that operates at the highest level. We look for individuals who are not just ambitious but who also possess the traits that are fundamental to our success: Scrappy, Curious, Optimistic, Persistent, and Empathetic.

Your role
As an Applied Scientist at Dialpad, you'll be an integral part of our AI team, conducting R&D to power the next generation of autonomous voice agents and delivering features for transcribed voice and chat message data in the business communications domain. We have several research themes, including developing multi-modal, real-time agentic systems that can listen, reason, and take action during live customer interactions. We are also developing real-time knowledge retrieval models to power live coaching features for customer support and sales agents, and we are advancing DialpadGPT, our proprietary domain-adapted LLM, to drive orchestrated agentic workflows and handle complex task execution. Beyond the technical skills, we are a team that values collaboration, continuous learning, and the application of diverse perspectives to solve complex problems. Collaboration will be key as you work alongside our engineering, design, and product teams to build groundbreaking applications.

If you're passionate about language, AI, and contributing to a team that's changing the face of business communications, you'll find yourself right at home with us.

This position reports to the Manager of the NLP team and has the opportunity to be based in our Kitchener, ON, office.

What you’ll do

• Develop, implement, and refine state-of-the-art Natural Language Processing and Machine Learning algorithms for Dialpad's products.
• Conduct rigorous evaluations and monitoring of model performances and troubleshoot issues with a keen understanding of resultant business impacts.
• Conduct experiments in the distributed training and optimization of LLMs.
• Manage massive textual data sets.
• Build advanced LLM-based features, including reasoning, multilingual and multimodal processing, and agents.
• Collaborate with cross-functional teams, including engineering, product, and design, to effectively deploy and scale models and algorithms in production.
• Contribute to the development of DialpadGPT, ensuring high accuracy, cost-effectiveness, and optimal performance in serving at scale.
• Submit papers to top-tier academic conferences and journals and contribute to the broader scientific community by reviewing submissions.

Skills you’ll bring

• Master’s or PhD degree in Linguistics, Computational Linguistics, Computer Science, Machine Learning, or related fields.
• 2+ years of NLP industry experience for Master’s degree holders or 1+ years for PhD degree holders.
• Demonstrated experience with machine learning, Python, PyTorch, and other relevant tools and technologies.
• A broad understanding of current LLM model architectures and techniques for tuning and optimizing LLMs.
• Strong problem-solving and analytical abilities, with the capacity to handle complex technical and analytical problems.
• Excellent communication and collaboration skills to effectively work in a multi-disciplinary team.
• Familiarity with version control tools like Git for collaborative projects.

We believe in investing in our people. Dialpad offers competitive benefits and perks, alongside a robust training program that helps you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, recognized repeatedly as a certified Great Place to Work, ensures every employee feels valued and empowered to contribute to our collective success.

Don’t meet every single requirement? If you’re excited about this role and you possess the fundamental traits, the drive, and strong ambition we seek, but your experience doesn’t satisfy every qualification, we encourage you to apply. 

Dialpad is an equal-opportunity employer. We are dedicated to creating an inclusive environment, free of discrimination and harassment.