Senior ML Engineer, NLP / LLM — Series C Customer Intelligence Platform (Confidential)

About the Company

A Series C AI company building the LLM-native platform for enterprise customer experience intelligence is hiring a Senior ML Engineer. Their platform processes millions of customer interactions — calls, chats, emails — and uses large language models to surface real-time insights, coaching, and automation for contact center teams. $74M raised. The category is growing fast and they are the LLM-first leader.

The Role

You will design and build NLP and LLM-powered systems that process customer interactions at scale and turn them into actionable intelligence. This is production LLM engineering — real data, real latency requirements, real enterprise customers.

What You'll Do

Design and build NLP/LLM systems for real-time customer interaction intelligence

Develop ML pipelines for speech processing, sentiment analysis, and intent classification

Build and improve LLM workflows: summarization, scoring, classification, coaching insights

Own model evaluation frameworks and quality assurance for production LLM outputs

Ship AI-powered product features in collaboration with product and engineering teams

What You Bring

4+ years of ML engineering with strong NLP/LLM focus

Production experience deploying NLP or LLM systems at scale

Strong Python; PyTorch or TensorFlow; Hugging Face Transformers

LLM techniques: RAG, fine-tuning, prompt engineering, evaluation frameworks

Familiarity with speech/ASR pipelines is a plus

BS/MS in CS, ML, or related field

Why This Role

LLM-native platform in a high-growth category — not bolting AI onto a legacy product

Real production NLP at scale: millions of customer interactions processed daily

Well-funded, ~150 people — small enough to own, large enough to have resources

Backed by Battery Ventures and Eniac — top-tier investors with strong operator networks