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TikTok · 1 month ago

Applied Scientist, TikTok E-Commerce - Conversational AI, USDS

Seattle, WA

Full-time

Hybrid

Mid Level

$130K/yr - $246K/yr

3+ years exp

TikTok is the leading destination for short-form mobile video, and they are seeking an Applied Scientist for their E-Commerce division focused on Conversational AI. The role involves developing AI-powered customer service systems to enhance the shopping experience on TikTok's global platform, utilizing advanced AI techniques and multilingual support.

Content CreatorsContent DiscoveryMedia and EntertainmentSocial MediaVideo

No H1B

U.S. Citizen Only

Responsibilities

Develop AI-Powered Customer Service Systems: Design and implement an AI-driven conversational customer service agent that can handle e-commerce inquiries, complaints, refunds, dispute resolutions, and logistical issues, replacing traditional human customer service agents

LLM Post-Training & Data-Efficient Learning: Apply state-of-the-art LLM post-training techniques, such as instruction tuning, reinforcement learning from human feedback (RLHF), and continual learning, to optimize AI customer service responses with minimal labeled data

Benchmark and training data construction: Identify challenging customer service interactions, such as policy clarifications, dispute handling, and multi-turn complaint resolution, and construct specialized datasets to enhance AI training

Develop Multilingual Customer Support: Build AI models capable of handling customer service interactions across multiple languages and cultural contexts, ensuring accurate translation and appropriate responses for a diverse global audience

Optimize Model Efficiency & Deployment: Work on model compression, quantization, and efficient inference techniques to ensure the AI customer service assistant can run at scale with low latency and high reliability

Develop AI Customer Support Systems: Build and optimize AI-driven customer service models capable of handling high-volume, complex user inquiries while ensuring high response accuracy and reliability

Enhance LLM-Based Customer Interaction Models: Implement LLM post-training strategies to improve customer support interactions, reducing errors, hallucinations, and irrelevant responses

Create Automated Dispute Resolution & Policy-Adaptive AI: Develop intelligent models capable of handling disputes, verifying transaction details, and ensuring platform compliance in automated responses

Develop Multilingual Support & Translation Models: Enhance the platform’s AI translation capabilities for real-time multilingual customer service interactions, ensuring smooth cross-language communication

Refine Response Evaluation Metrics: Define and implement quality evaluation metrics for AI-generated responses to track customer satisfaction and improve conversational AI quality through A/B testing and iterative optimization

Enable AI-Seller Collaboration: Build AI-powered seller assistance tools to help merchants quickly respond to customer inquiries, manage store operations, and resolve disputes efficiently

Optimize Large-Scale Model Deployment: Work on model compression, inference optimization, and edge AI deployment to ensure real-time, high-quality customer service experiences at scale

Qualification

Machine LearningNatural Language ProcessingLarge Language ModelsMultilingual AI DevelopmentSoftware DevelopmentE-commerce Business AcumenAdvanced NLPScalability & EfficiencyC++PythonGoJava

Required

Bachelor's degree in Computer Science or related technical field

3+ working experience in one of the following fields: machine learning, NLP, and computer vision

Experience with software development in at least one of the following programming languages: C++, Python, Go, Java

Preferred

LLM Development & Post-Training Expertise: Experience in fine-tuning, distillation, or reinforcement learning of large language models for conversational AI applications

Multilingual AI Development: Proficiency in multilingual NLP, machine translation, and cross-lingual dialogue modeling

E-commerce Business Acumen: Understanding of e-commerce policies, dispute resolution workflows, and merchant-buyer interactions to enhance AI service design

Advanced NLP & Deep Learning: Strong grasp of AI agents, retrieval augmented generation, mixture of experts, sparse attention, reinforcement learning, inference time scaling etc. for improving AI dialogue quality

Scalability & Efficiency: Experience in distributed model training, low-latency inference, and edge AI for large-scale customer service applications