Senior Machine Learning Engineer (NLP/LLMs)

Tidio Poland develops a customer service platform integrating AI and human interaction to help businesses scale customer support efficiently. Their product is a leading AI customer service solution with global reach, recognized among top AI and customer service products in G2’s 2024 awards. The ML team was an early pioneer in launching an AI agent for customer service and currently includes 9 members. The company employs over 150 people and supports both remote and hybrid work in offices located in Szczecin and Warsaw, Poland.

• 4+ years experience building production-ready NLP and deep learning models
• Expert knowledge of Python
• Hands-on experience with asynchronous Python and REST API services using FastAPI and Flask
• Solid understanding of machine learning concepts, including model evaluation, versioning, and prompt management in production
• Strong software engineering skills with experience deploying models to production
• Passion for self-development and keeping up with latest ML research and trends
• Team-player mindset
• Fluent communication skills in English

Nice to have:

• Experience with PyTorch and Hugging Face
• MLOps experience

• Build end-to-end NLP and deep learning models in production environments
• Develop production systems that leverage LLMs such as Claude, GPT, and Gemini for user interaction
• Work on Lyro, an advanced RAG AI agent for customer service
• Enhance automated customer support ticket handling and resolution using AI
• Build AI-powered tools for analyzing and configuring conversational agents
• Develop multi-agent workflow systems for complex, stepwise procedure execution
• Create product intelligence features including advanced search, comparison, and recommendation
• Develop ML systems for knowledge base management, including contradiction detection and data quality maintenance
• Build internal AI agents for user onboarding and feature discovery
• Design context optimization engines for dynamic data source and guideline selection based on conversation context

Tidio applies equal opportunity principles treating candidates without discrimination based on race, religion, color, national origin, gender, sexual orientation, age, marital status, or disability status. Recruitment is based solely on individual merit and professional competence.