Machine Learning Engineer developing consumer - facing AI features powered by LLMs at Quora. Collaborating with engineers and optimizing production AI systems for enhanced user engagement.
About the role
- Staff Applied ML Engineer at Lime responsible for CX Automation platforms. Leading the technical direction for scalable systems to enhance rider support processes.
Responsibilities
- Own the technical direction and execution of Lime’s CX Automation platform, spanning self-service, AI-driven decision-making, and human-in-the-loop workflows.
- Architect and build scalable backend systems that integrate internal APIs and third-party platforms to automate high-volume rider issues and reduce manual support effort.
- Design and operate decision engines and automation workflows that take real actions (e.g. ending trips, issuing refunds) with clear guardrails for fraud, abuse, and rider trust.
- Partner with Product and CX Operations to translate support policies and edge cases into executable automation logic, prioritizing work based on volume, cost impact, and risk.
- Drive foundational platform investments (e.g., API coverage, workflow infrastructure, observability) required to scale automation reliably.
- Measure and improve automation effectiveness using data.
Requirements
- 6+ years of professional software engineering experience with a track record of owning and operating production systems at scale.
- Strong backend engineering experience building reliable, scalable services and APIs that support high-volume, customer-facing workflows.
- Experience building applied AI or automation systems in production, including decision logic, workflow orchestration, or human-in-the-loop processes (deep ML research experience is not required).
- Demonstrated ability to set technical direction and drive multi-quarter initiatives, making sound architectural and tradeoff decisions in complex, ambiguous environments.
- Proven judgment in designing systems with real-world constraints, including cost efficiency, operational risk, abuse prevention, and customer trust.
- Clear and effective communicator who can collaborate across Product, Operations, and Engineering to solve business problems.
Benefits
- Offers Equity
- Offers Bonus
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