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AI Text Classification Engineer

Henry Eriksson

Full-time · Job · New_York

About the role

Our support queues are growing faster than our tagging system can keep up, and manual triage is eating into response times. We're looking for someone to take ownership of the classification models that route every inbound conversation to the right queue. The system you'll build will sit between our conversational search stack and the human agents who handle escalations, deciding in milliseconds which category, urgency, and skill group a message belongs to. You'll work closely with the two engineers already on the conversational team, reviewing model outputs weekly and retraining on fresh data as language patterns shift. We run sprints in two-week cycles with a clear backlog, a dedicated on-call rotation, and a data science lead who reviews every model before it ships to production.

Responsibilities

  • Design and train multi-label text classifiers for support routing
  • Partner with the conversational search team on shared embeddings
  • Own the retraining pipeline and monitor drift weekly
  • Present model performance in the bi-weekly data review

Requirements

  • 3+ years building NLP classification systems in production
  • Comfortable with hugging face transformers and scikit-learn pipelines
  • Experience packaging models with docker for deployment
  • Able to explain model tradeoffs to non-technical stakeholders

Benefits

  • Fully remote position
  • Health and dental coverage
  • Annual learning stipend
  • Flexible PTO policy

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Categories

NLP & Prompt Engineering AI & Machine Learning Engineers

Skills

python hugging face scikit-learn pandas docker

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Language

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AI Expertise

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Skills

python hugging face scikit-learn pandas docker

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