Job Description
**About the Role**
The NOVA AI team builds the platform and AI that powers world-class support across mobile, web, and voice at global scale. We are now hiring a Senior ML Engineer to build and scale an autonomous support agent that resolves customer issues end-to-end. You'll push the state of the art in GenAI for customer service-LLM orchestration, evaluation, safety guardrails, multilingual support-while holding a very high bar for reliability and cost efficiency. We are still at an early stage and value candidates with bias for action who get creative with GenAI tools to accelerate execution and experimentation.
**What the Candidate Will Need / Bonus Points**
---- What the Candidate Will Do ----
1. Work on agent architecture: agentic planning and execution loops, long-term memory, persona/voice, knowledge routing, and policy enforcement for compliant, on-brand conversations.
2. Ship production systems that handle millions of conversations with rigoro...
The NOVA AI team builds the platform and AI that powers world-class support across mobile, web, and voice at global scale. We are now hiring a Senior ML Engineer to build and scale an autonomous support agent that resolves customer issues end-to-end. You'll push the state of the art in GenAI for customer service-LLM orchestration, evaluation, safety guardrails, multilingual support-while holding a very high bar for reliability and cost efficiency. We are still at an early stage and value candidates with bias for action who get creative with GenAI tools to accelerate execution and experimentation.
**What the Candidate Will Need / Bonus Points**
---- What the Candidate Will Do ----
1. Work on agent architecture: agentic planning and execution loops, long-term memory, persona/voice, knowledge routing, and policy enforcement for compliant, on-brand conversations.
2. Ship production systems that handle millions of conversations with rigoro...
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