Senior AI Engineer

Help fix customer-centricity at scale

Every company wants to become more customer-centric. At They Do, we make that ambition real. Our AI-powered journey management platform helps the world’s largest enterprises align around what matters most: their customers. By bringing scattered data and teams together, we empower smarter decisions and better experiences. Since 2019, global leaders across industries — including Ford, Cisco, Johnson & Johnson, Siemens, Home Depot, and Lufthansa — have trusted us to scale journey management and deliver measurable impact.

Backed by $50M from top-tier investors, including Blossom and 20VC, we are building a category-defining company. Our fully remote team represents 30+ nationalities across 27 countries, united by a customer-led, people-first culture. Our mission is clear:
Make journey management the most powerful business tool in the world.

If you’re looking for a place where your work shapes the future of how companies operate, join us. Let’s build it together.

Qualitative customer insights - think support tickets, research, interviews, and more - are inherently unstructured and challenging to analyze. Here lies a great opportunity for ML to uncover complex patterns and provide insights into data.

Your main assignment is to drive a lot of experiments fast. You will be building a list of opportunities together with our product managers and actively with our engineering teams to ship these. Your work will include:

• Being the go-get person for delivering text and NLP capabilities, including but not limited to text classification, sentiment analysis, tagging, and semantics understanding
• Translate specific business problems into ML/AI challenges
• Build proofs-of-concept to experiment fast with new ideas and demonstrate their potential value to relevant stakeholders
• Continuously evolve your craft by keeping up to date with the latest developments in ML/AI and related technologies, introducing them to the machine learning community, and promoting their application
• Work together with the product & tech team to identify, prioritize opportunities, develop and productionalize them

• Extensive experience working with NLP, primarily focusing on LLMs
• Experience in designing, building, and evaluating RAG systems
• Passion for innovation and the ability to execute experiments at a fast pace to explore and implement new ideas
• Proficiency in Python and SQL, and experience working with AWS services
• Experience in implementing observability for ML systems and proficient in managing LLMOps processes to ensure model performance and reliability
• A product-focused engineer who prioritizes understanding how users interact with the product and the reasons behind user behaviors to guide product development
• Organized and self-directed professional who excels in asynchronous workflows, thoroughly documents their processes, and maintains clarity in their work for team collaboration

💰Competitive compensation and pre-IPO equity - we like to give our team members ownership with our stock package. When They Do succeeds, we all succeed!

🌍Fully remote working with flexible hours - we’re staunch advocates for autonomy and flexibility.

🩺Health Insurance benefit- at They Do our team’s health and wellbeing are a priority. We include tailored support for every employee, regardless of location.

🌴Flexible holiday days – We love what we do and equally love taking a break. You’ll have a minimum of 25 days of paid holiday per year (pro rata), in addition to public holidays and an extra three days during our annual company-wide winter shutdown in December.

🧠Learning and Development budget we encourage everyone to take ownership and invest in their growth and development, providing financial support to benefit you in your role and career.

🧘♂️Wellbeing budget- nurture your mind and body. We’ll support you in looking after you, whether it’s meditation, mindfulness, or a yoga/gym membership.

👪Paid parental leave - we’ll ensure financial support and time off for you to bond with the newest little members of your family (6 months for the primary carer, and 6 weeks…