Senior Machine Learning Engineer (Modeling), Support
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The role
Lead R&D efforts to prototype next-generation chatbot architectures using LLMs, retrieval-augmented generation (RAG), fine-tuning, and real-time inference. Design and deploy ML models powering conversational agents across Block products, delivering scalable, reliable customer interactions. Build generative AI systems that scale across multiple business units, adapting to diverse products, users, and use cases. Advance voice support automation to enable natural, responsive, and accurate voice-based interactions. Develop systems to infer customer intent for effective routing, triage, and resolution with minimal human involvement. Create ML-powered tooling and real-time recommendations to assist agents and improve customer outcomes; engineer robust, reusable modeling pipelines for rapid iteration and deployment.
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