Machine Learning Scientist III (Customer Service AI)

Location: Toronto, Canada

Annual base pay: CAD 211,914.00–CAD 225,158.50

Company

hirify.global is an online home shopping destination using technology to reinvent how people shop for their homes.

What you will do

• Define the Generative AI roadmap and architecture for Customer Service Intelligence, including agentic workflows, autonomous triage, and real-time agent copilots.
• Architect, fine-tune, and evaluate foundation models, domain-adapted LLMs, and multi-agent frameworks.
• Drive production ML lifecycle standards, scalable inference optimization, CI/CD, governance, and guardrails with engineering and platform teams.
• Build offline and online evaluation ecosystems covering factual consistency, safety, hallucination mitigation, and task completion.
• Translate customer service challenges into scalable technical implementations and measurable ROI metrics with product, operations, legal, compliance, and engineering leaders.
• Mentor scientists, lead design reviews, and evaluate emerging technologies through proofs of concept.

Requirements

• At least 2+ years of experience with a PhD, 4+ years of industry experience with an MS, or 6+ years of experience with a BS in a quantitative STEM field.
• Proven experience taking complex AI/ML systems from ambiguity through architecture and production delivery at scale, with measurable business or operational impact.
• Deep expertise in transformer architectures, advanced RAG, hybrid search, hierarchical retrieval, query rewriting, LoRA, QLoRA, DPO/RLHF, prompt chaining, and agentic frameworks.
• Expert Python development skills, including production code quality, asynchronous programming, Docker, Kubernetes, distributed training and inference, and cloud ML infrastructure such as GCP Vertex AI, AWS SageMaker, or Azure AI.
• Hands-on experience building production LLM monitoring pipelines with semantic caching, rate limiting, latency budgeting, cost tracking, drift detection, PII masking, prompt-injection defense, and safety filtering.
• Strong systems-thinking and stakeholder communication skills, including influencing senior cross-functional leaders and explaining complex AI concepts to non-technical partners.

Nice to have

• Experience with agentic AI systems and LLMOps for model lifecycle management, performance evaluation, and automated testing.
• PhD in AI or a strong publication record in top conferences and journals.

Culture & Benefits

• Comprehensive medical, financial, and additional employee benefits.
• Equity, bonuses, commissions, and other compensation may be available depending on the position offered.
• hirify.global promotes equal opportunity, inclusion, creative problem-solving, rapid growth, and continuous learning.
• Reasonable accommodations are available for qualified individuals with disabilities during the application and interview process.

Hiring process

• Applicants requiring accommodation may submit a request through hirify.global’s accommodations form.