Senior Applied AI Engineer

Front is the modern customer service platform that helps companies delight their customers, engage their teams, and build stronger businesses. We’ve reimagined the help desk for real-time team collaboration across every customer communication channel, then powered it up with AI and automation to resolve issues and help teams work faster. Customers get exceptional service whether they’re looking for a simple, instant answer, or personalized help on their most complex issues — and you get the analytics and insights your business needs to optimize your customer experience. Over 8,500 businesses of all shapes and sizes, from ClickUp to Branch Insurance, Echo Global Logistics to Reed & Mackay rely on Front to deliver game-changing service that wins and retains customers for life.

Backed by Sequoia Capital and Salesforce Ventures, Front has raised $204M from leading venture capital firms and independent investors including top executives at Atlassian, Okta, Qualtrics, Zoom, and PagerDuty. Front has received numerous Great Place to Work accolades, including Y Combinator's list of Top Companies in 2023, #4 on Fortune’s Best Workplaces in the Bay Area™, Inc. Magazine's 2022 Best Workplaces list, Forbes Best Startup Employers 2022 List, and Best workplaces for Millennials 2022 list.

Front has been a steward of valuable communication data and patterns from thousands of its customers. This puts Front in the unique position of building highly relevant and personalized AI functionality that can drive large efficiency gains for its customers. We are seeking an Applied AI Engineer with a bias for impact to join our dynamic engineering team. This role is crucial for developing and implementing generative AI applications to innovate our product offerings, focusing on areas like automated content creation, data synthesis, and augmentation. You'll be pivotal in bringing these innovative solutions to life, from conception to deployment, and working alongside cross-functional teams to integrate these technologies seamlessly into our products.

The AI innovation team thrives in a fast-paced environment where rapid iteration is key. As an Applied AI Engineer, you'll play a critical role in quickly developing and testing solutions, with a primary focus on gathering customer feedback as swiftly as possible to drive meaningful improvements and innovation. This team builds AI features across the entire breadth of the Front product, so the ability to quickly ramp up on unknown areas of the code will be instrumental.

What will you be doing?

• Design, develop, and deploy generative AI applications using NodeJS & TS that enhance product features and user experiences, focusing on applications like text generation, classification, RAG systems, etc.

• Collaborate with product teams to identify opportunities for applying generative AI to solve user needs and improve the platform's capabilities.

• Lead the exploration and implementation of state-of-the-art generative AI techniques, ensuring Front stays ahead of technological trends.

• Inform on AI model training and deployment infrastructure, ensuring scalability and efficiency.

• Dive deep into real-world data, ensuring high-quality model training and iteration 

• Monitor and evaluate the performance of AI applications, making adjustments and improvements to ensure they meet our high standards.

• Keep abreast of the latest developments in machine learning and AI, advocating for best practices and integrating new technologies where appropriate.

What skills and experience do you need?

Must have:

• 3+ years of experience in software development, with a strong focus on AI and machine learning projects.

• Demonstrable expertise in developing production applications using LLMs and Generative AI models, and familiarity with their underlying technologies.

• Strong experience with prompting techniques, RAG pipelines, evaluation mechanisms and fine-tuning LLMs preferred.

• High learning agility - you’re excited when you encounter a problem you haven’t seen before.

• Strong communication skills that illustrate a clear, structured thought process.

Should have:

• Excellent problem-solving abilities and the capacity to work both independently and as part of a team.

• Proficiency building production-grade web applications and demonstrated expertise in languages and concepts necessary to deliver these. Eg: Python, JS, TS, Database systems, etc.

• Strong communication skills, capable of explaining complex technical concepts to non-experts.

• Deep knowledge of algorithms, data structures, and principles of software engineering.

Nice to have:

• Knowledge in specialized machine learning areas (deep learning, reinforcement learning).

• Experience in SaaS or multiplayer application machine learning implementations.

What we offer

• Competitive salary

• Equity (we are post-series D & backed by some of the best VCs in the US)

• Private health insurance, including plan options at no cost to employees

• Focus Fridays - learn more here!

• Flexibility to work from home 3 days/week (unless posted as a full-remote role)

• Mental health support with Workplace Options

• Family planning support with Maven

• $100 per month Lifestyle Stipend to spend on fitness and other activities

• Wellness Days - Fronteers get an additional day off on months with no holidays

• Winter Break - Our offices are closed from Christmas to New Year's Day!

Front provides equal employment opportunities (EEO) to all employees and applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, age or disability. By applying, you acknowledge and agree that you have read and understand the California Recruiting Privacy Notice & EU Privacy Notice