About Richpanel:

Richpanel is a customer support platform trusted by 2,000+ ecommerce brands. We are backed by Sequoia and the total GMV of all merchants on our platform is over $2B+.

We are a team of 30 employees with a Glassdoor rating of 4.5 (as of Feb 2023). You can read the reviews here. In a nutshell people love Richpanel because we pay well and you get to work with some of the smartest people in the industry.

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What are we building:

We believe that the future of customer service is no service. We predict that the $260B+ BPO market will cease to exist in just a few years, and Richpanel aims to pioneer this transition.

Every once a while comes an invention that completely disrupts previous ways of doing business. Example: Digital directories made the entire yellow pages & printed directory industry obsolete. LLMs and AI will disrupt a large number of industries including customer service.

We at Richpanel are working on leveraging AI to fundamentally change how customer service is done. We believe our tech will be the beginning of the end of the contact center business.

• Support will no longer dependent on the agent you get that day
• Support calls will have zero wait times
• Support will be effortless, will be instant, will be high quality!

We help businesses build brands that provide truly great customer experiences, no matter their scale. We help businesses provide the support they are proud of!

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Responsibilities

• Enhance our retrieval-augmented generation (RAG) capabilities, ensuring our models effectively integrate and utilize diverse data sources.
• Work on embedding generation techniques, optimising them for accuracy and efficiency.
• Keep abreast of the latest developments in AI models, their evolving capabilities, and the complexities of integration. Position yourself as the go-to expert within the team, guiding our end users in crafting their use cases with the most suitable models.
• Collaborate with backend and frontend teams to integrate AI models into products and services.
• We're all about our users - listen to their needs, help them, build strong relationships! Expect to dive into customer support now and then as everyone else in the team.

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Typical Week as an ML Engineer @ Richpanel

1. Improve the KPIs for our AI Suggestion Engine called SideKick which Generates Responses to Queries from customer
2. Work with the Product team to help guide the ML feature roadmap for the company.
3. Publish Engineering Review Documents proposing tech solutions in the interjection of engineering and ML to solve important business problems for Richpanel.
4. Maintain a high-quality python code-base that is home to all of Richpanel’s AI services, by contributing, reviewing and documenting.
5. Build a great culture for ML problem solving at Richpanel, by continuously investing in monitoring, discovery of new research and building a feedback loop pipeline from product to ML models.

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You will be a great fit if you have...

• Bachelor's or Master's degree in Computer Science, Machine Learning, AI, or related fields.
• Proven experience in machine learning and AI, with a focus on generative models.
• You’ve built retrieval-augmented generation pipelines
• Strong proficiency in Python and popular machine learning frameworks like TensorFlow or PyTorch.
• Experience with embedding techniques and understanding of their applications in AI models.
• Excellent problem-solving skills and the ability to work in fast-paced environments.
• Strong communication and collaboration skills.

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Technology

• Python
• Libraries/frameworks: Pytorch
• Lots of custom retrieval augmented generation pipelining.
• Cloud Architecture (AWS/GCP)
• Server-less Technology (good to have)
• Understanding of Micro-services Architecture (good to have)
• 2 yrs building NLP applications in Production