Principal Applied Scientist - Customer Care Technology all genders
Principal Applied Scientist - Customer Care Technology all genders
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Job Description
THE ROLE & THE TEAM
A Principal Applied Scientist in Zalandos Customer Care Technology team focuses on developing and deploying AI LLM and automation solutions to enhance customer experience and support customer care specialists.
This involves:
Building cuttingedge technology: Creating systems for selfservice (chat voice) and tools for specialists leveraging AI/LLMs and automation.
Impactful contributions: Directly improving customer satisfaction (CSAT NPS) operational efficiency and Zalandos brand reputation leading to business growth and customer retention.
Technical expertise: Working with AI/LLM providers cloud platforms data processing tools and ML frameworks to build scalable solutions.
Collaboration: Partnering with product and project management to understand customer needs and deliver effective solutions and contributing to the broader Zalando Applied Science community.
Mentorship and growth: Fostering a supportive team environment prioritizing knowledge sharing and offering career development opportunities within technical leadership or product tracks.
Visibility: Work is highly visible to leadership with opportunities for continuous learning and career advancement.
INCLUSIVE BY DESIGN
At Zalando our vision is to be inclusive by design. And this vision starts with our hiring we do not discriminate on the basis of gender identity sexual orientation personal expression ethnicity religious belief or disability status. You are welcome to leave out your picture age or marital status from your application. We only assess candidates on their qualifications and merit.
We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need so we can best support you throughout the hiring process.
our diversity & inclusion strategy: employee resource groups: WED LOVE YOU TO DO (AND LOVE DOING)
Focusing on AI/ML innovation particularly using Large Language Models (LLMs) to improve customer satisfaction and efficiency. Their daily tasks likely involve:
Technical Leadership: Guiding the teams AI/ML strategy for customer care including research development and implementation of new solutions.
Collaboration: Working closely with stakeholders (e.g. product managers engineers customer care teams) to understand needs and translate them into technical solutions.
Innovation: Exploring and applying cuttingedge AI/ML techniques especially LLMs to address realworld customer care challenges. This includes developing nextgeneration selfservice and agentassisted tools.
Development: Building and deploying AI/ML models at scale ensuring they are robust and performant.
Impact: Directly contributing to key metrics like customer satisfaction and cost efficiency impacting Zalandos bottom line.
Research & External Contribution: Staying uptodate with the latest advancements in AI/ML particularly in NLP and customer care and potentially contributing to the field through publications or opensource projects.
Mentorship/Guidance: Leading and mentoring other scientists and engineers on the team.
WED LOVE TO MEET YOU IF
You have:
LLM Experience: Handson experience with large language models (e.g. GPT Vertex Llama) and their application.
Prototyping & Production Skills: Ability to rapidly prototype experiment and deploy productionready ML solutions.
Coding Proficiency: Strong Python skills (pandas numpy matplotlib) and experience with ML/DL frameworks (scikitlearn TensorFlow Keras PyTorch).
Nice to have but no essential:
ML Systems Architecture: Deep understanding of building scalable and efficient largescale machine learning systems.
Tech Stack Familiarity: Handson experience with Docker Git cloud platforms (AWS etc. SQL and Databricks.
Code Quality Focus: Commitment to writing highperformance reusable robust and welltested code.
EnterpriseScale Optimization: Experience in benchmarking testing and optimizing enterprisescale applications for performance accuracy and cost.
OUR OFFER
Zalando provides a range of benefits heres an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.
Employee shares program
40 off fashion and beauty products sold and shipped by Zalando 30 off Zalando Lounge discounts from external partners
2 paid volunteering days a year
Hybrid working model with 60 remote per week actual practice is up to each team to best support their collaboration
Work from abroad for up to 30 working days a year
27 days of vacation a year to start
Relocation assistance available (subject to prior agreement)
Family services including counseling and support
Health and wellbeing options (including Gympass)
Mental health support and coaching are available
Learn all about Zalando and our values here: Experience:
Staff IC
Employment Type
Full-Time
Key Skills
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