Senior AI Engineer

Summary

Join Gladly's AI Research team as an AI Engineer and lead the development of intelligent systems for customer service. Partner with product, engineering, and design teams to identify data-driven opportunities for innovation. Conduct exploratory data analysis and experiments to validate hypotheses and guide strategic decisions. Design and prototype novel algorithms, including GenAI-driven features, to improve automation, customer experience, and agent productivity. Collaborate with engineers to translate prototypes into production-ready systems and refine models based on real-world performance. Share insights, mentor others, and champion customer value in every solution. Gladly offers a fully distributed work environment with a focus on flexibility, innovation, and inclusivity.

Requirements

• 5+ years of experience developing data-powered products, ideally as an AI engineer, data scientist, or applied ML specialist
• Proven ability to design, prototype, and iterate on algorithms that deliver customer or business value
• Strong fluency in Python and SQL , with hands-on experience in data manipulation, modeling, and visualization
• Deep understanding of machine learning techniques and their practical tradeoffs, with a growing knowledge of emerging GenAI capabilities
• A track record of influencing product direction with your insights and solutions
• A product mindset—you view technology as a tool to improve experience, not an end in itself
• Experience working closely with product managers, designers, and engineers to shape roadmaps and ship impactful features
• A growth-oriented approach to learning new domains, technologies, and tools

Responsibilities

• Lead with insights : Partner with product, engineering, and design to frame problems, define success metrics, and identify data-driven opportunities for innovation
• Explore with intent : Conduct robust exploratory data analysis and experiments to uncover patterns, validate hypotheses, and guide strategic decisions
• Prototype with purpose : Design and prototype novel algorithms—including GenAI-driven features—that improve automation, customer experience, and agent productivity, taking ideas from concept to production
• Drive algorithm development and iteration : Collaborate closely with engineers to translate prototypes into production-ready systems, and refine models based on real-world performance and feedback
• Promote best practices through collaboration and mentorship : Share insights, lead code and research reviews, and guide others in adopting scalable, repeatable approaches to building AI-powered solutions across the product lifecycle
• Champion the customer : Ensure every solution delivers measurable value to our users and aligns with our business goals

Preferred Qualifications

• Thinking like a builder: You treat every analysis, model, and algorithm as part of a larger product system with real users and business stakes
• Working autonomously with impact in mind: You self-organize and prioritize your work based on what drives the most value for customers and the business—not just what’s technically interesting
• Being deeply curious: You dive into product code, data pipelines, and behavioral data to understand the "why" behind the numbers
• Balancing rigor and velocity: You know when to explore, when to iterate, and when to ship
• Leading with clarity: You can distill complex findings into compelling stories that drive decisions

Benefits

• Competitive salaries, stock options, and comprehensive benefits
• Generous paid time off, parental leave, and home office stipends
• A fully remote work environment with opportunities for in-person team gatherings
• A strong commitment to professional growth and an inclusive workplace where diverse perspectives thrive