Data Scientist II

At Talkdesk, we are courageous innovators focused on redefining the customer experience, making the impossible possible for companies globally. We champion an inclusive and diverse culture representative of the communities in which we live and serve. And, we give back to our community by volunteering our time, supporting non-profits, and minimizing our global footprint. Each day, thousands of employees, customers, and partners all over the world trust Talkdesk to deliver a better way to great experiences.

We are recognized as a cloud contact center leader by many of the most influential research organizations, including Gartner and Forrester. With $498 million in total funding, a valuation of more than $10 Billion, and a ranking of #16 on the Forbes Cloud 100 list, now is the time to be part of the Talkdesk legacy to help accelerate our success in a new decade of transformational growth.

At Talkdesk, we embrace FAST, our fundamental operating principles that define who we are as an organization. These principles drive us to make the impossible possible. FAST: Focus + Accountability + Speed = Talkdesker.

• Focus: Focus time, energy and attention on what is most impactful for the business and thoughtful about how and when to partner with others.
• Accountability: Hold self and others accountable to meet commitments and drive results. Accept responsibility for successes and failures.
• Speed: Execute with agility and urgency. Act promptly, decisively, and without delay. Make good and timely decisions that keep the organization moving forward.
• Talkdesker: YOU!

What are we doing?

 At Talkdesk we are reimagining how people experience contact centers, helping our customers create long lasting and meaningful relations with their customers. The capacity to make sense of the message that is being conveyed when we communicate has been reserved to humans alone, but we are building the next generation of solutions that will mimic our ability to understand language, ensuring that the customer needs are always well understood and efficiently handled.

We are a growing team of curious and talented people that are focused on leveraging the power of Generative A and predictive ML to deliver value to our customers to make their operations efficient and ability to provide personalized experiences to their end customers like never before.

 What do we need?

 We focus on Applied AI research and engineering to infuse AI capabilities into Talkdesk products that power contact centers and enterprises. 

 

You will have to:

• Focus on delivering working and robust products/models to production. 
• Explore, clean, and transform large datasets of unstructured data;
• Apply, combine, and fine-tune different predictive models and LMMs to achieve optimal and accurate results;

• Build pipelines that provide observability, metrics-driven monitoring of AI solutions and safe AI in the wild; 

What are we looking for?

 

• 2-5 yrs industry experience post BS or MS in the areas of Science, Engineer or Statistics
• Exposure to state-of-the-art techniques such as:
• Retrieval-Augmented Generation (RAG) to enhance agent knowledge
• Multi-agent orchestration frameworks for complex problem-solving
• Chain-of-thought reasoning and reflection capabilities
• Tool use and tool learning for seamless interaction with CRM and enterprise systems
• Planning and reasoning frameworks to handle complex multi-step tasks
• Agent memory and knowledge management across long-term operations
• Building LLM-powered systems that provide intuitive explanations of decisions and insights into operations
• Designing and implementing novel model explainability techniques using generative AI to make optimization models transparent
• Establishing scalable processes for agent benchmarking, validation, and implementation
• Prior experience in production model/software development in an Agile environment

Work Environment and Physical Requirements:

Primarily office-environment work, extended periods of sitting or standing, computer-based work. Limited lifting, and equipment usage limited to computer-related equipment (keyboards, mouse, etc.)

The Talkdesk story hinges on empathy and acceptance. It is the shared goal among all Talkdeskers to empower a new kind of customer hero through our innovative software solution, and we firmly believe that the best path to success for our mission is inclusivity, diversity, and genuine acceptance. To that end, we will hire, promote, work along, cheer for, bond with, and warmly welcome into the Talkdesk family all persons without regard to ethnic and racial identity, indigenous heritage, national origin, religion, gender, gender identity, gender expression, sexual orientation, age, disability, marital status, veteran status, genetic information, or any other legally protected status.