Staff Applied AI/ ML Engineer - Customer Experience Platform
About The Position
At Gusto, we're on a mission to grow the small business economy. We handle the hard stuff—like payroll, health insurance, 401(k)s, and HR—so owners can focus on their craft and customers. With teams in Denver, San Francisco, and New York, we’re proud to support more than 400,000 small businesses across the country, and we’re building a workplace that represents and celebrates the customers we serve. Learn more about our Total Rewards philosophy . About the Role: Gusto’s Data team leverages Gusto’s rich dataset to guide product direction and decision-making by building the right AI/ML solutions at scale. For this role, we are looking for a technical leader (an individual contributor) to drive the scale and optimization of our customer experience and customer journey via building AI and ML enabled experiences and services. In this role you will build and optimize AI/ML solutions and infrastructure that power our customer journey related products. You’ll be working with a strong AI/ML team and seasoned leaders in Engineering, Product, Design, Data Science, Marketing, and Sales. In this role, you’ll work cross functionally to build Platforms that span the entire breadth of the unified service platform stack using machine learning and AI to personalize world class content for our customers and enhance customer experience.
Requirements
- 8+ years’ hands-on experience building and deploying end-to-end ML/AI systems in industry or academia.
- Deep expertise in one or more advanced ML methods (supervised, unsupervised, reinforcement learning, deep learning, NLP, LLMs, RAG, etc.).
- Proven track record of delivering large, impactful ML/AI projects into production environments.
- Proficient in modern ML frameworks (TensorFlow, PyTorch, HuggingFace, etc.) and cloud computing platforms (AWS, GCP, or Azure).
- Strong programming skills in Python and familiarity with best engineering practices (CI/CD, testing, code review).
- Demonstrated leadership in cross-disciplinary teams and ability to mentor scientists and engineers.
- Excellent communication skills and business acumen.
Nice To Haves
- Ph.D. or Master’s degree in Computer Science, Machine Learning, Statistics, Mathematics, or a related field is a plus.
Responsibilities
- Design and develop scalable, production-grade AI and machine learning models for solving complex business problems.
- Lead and mentor teams of ML engineers, fostering a culture of technical excellence and innovation.
- Collaborate cross-functionally with product, engineering, and business stakeholders to identify AI opportunities and translate them into actionable solutions.
- Stay current with latest AI research; prototype and implement new algorithms and advancements from academia and industry.
- Oversee model validation, deployment, evaluation, and lifecycle management, ensuring robust monitoring, explainability, and performance.
- Guide technical strategy, roadmap, and architectural decisions for the ML/AI function.
- Communicate findings, roadmaps, and performance results clearly to executives and non-technical partners.
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
Number of Employees
1,001-5,000 employees
