Staff Machine Learning Engineer (Modeling), Support

We're looking for candidates with a passion for intelligent systems, practical ML experience, and a desire to build product-driven solutions. Our ideal candidate is a leader in the field, with a proven track record of building ML systems that can accelerate our ability to scale our conversational AI initiatives.

- Lead the end-to-end delivery of multiple ML initiatives, from planning and design through rollout, documentation, and long-term maintenance

- Partner strategically with risk, product, engineering, design, and operations leaders to define and drive long term ML roadmaps, informed by domain expertise and industry trends

- Guide the team's direction, identifying new ML/AI opportunities and advising leadership on strategic tradeoffs and opportunities

- Drive R&D efforts exploring next-generation chatbot architectures using LLMs, RAG, fine-tuning, and real-time inference

- Design, deploy, and maintain ML models powering conversational agents including support chatbots across Cash App, Square, and other Block products

- Develop ML-powered tools and real time recommendation systems that enhance support agent effectiveness and customer outcomes

- Act as the technical representative for your team's systems and programs, clearly communicating work and results to stakeholders, cross-functional partners, and external audiences

- 10+ years of experience in machine learning, applied AI, or product ML roles, with deep technical expertise

- Demonstrated leadership capabilities, with the ability to influence and align cross-functional teams while directly shaping the work of peers through communication, context sharing, and technical guidance

- A track record of delivering organizational wide impact, shaping systems, frameworks, or initiatives that raise the bar across multiple teams or functions

- Proven ability to ship end to end ML features from problem framing through deployment and long-term maintenance

- Demonstrated experience with language models, dialog systems, or generative AI in production

- Strong foundation in NLP, deep learning, or ML infrastructure best practices.

- Excellent communication skills, with the ability to represent the team's work to leadership and stakeholders

- Enthusiasm for R&D and pushing the boundaries of applied AI to transform conversational systems