Full-Time

Senior Staff ML Engineer

Posted on 10/30/2025

ASAPP

ASAPP

201-500 employees

SaaS AI agents for customer service

Compensation Overview

$230k - $250k/yr

New York, NY, USA

Hybrid

Category
AI & Machine Learning (2)
,
Required Skills
LLM
Kubernetes
Microsoft Azure
Python
Tensorflow
CUDA
Pytorch
Docker
AWS
Data Analysis
Snowflake
Google Cloud Platform
Requirements
  • 8+ years of professional experience in Machine Learning, with 3+ years focused on LLMs or NLP at scale
  • Proficiency on Python and ML frameworks like PyTorch or TensorFlow
  • Proven experience working with foundational models (OpenAI, Bedrock, Anthropic, HuggingFace)
  • Hands-on experience with fine-tuning LLMs
  • Strong understanding of RAG pipelines, prompt engineering, and vector search
  • Experience building AI systems using vector databases
  • Deep experience with Python and cloud services. AWS is required; experience with GCP, Azure, or Snowflake is a plus
  • Experience deploying and scaling AI systems using Docker, Kubernetes, and CI/CD practices
  • Demonstrated ability to move fast: prototype, test, and iterate quickly
  • Strong written and verbal communication skills; ability to communicate complex technical ideas to both technical and non-technical audiences
  • Comfortable with ambiguity and proactive in identifying and solving high-impact problems
  • Highly organized, with the ability to manage multiple priorities and projects in parallel
Responsibilities
  • Drive the design and implementation of scalable ML/AI systems with a focus on large language models, vector databases, and retrieval-based architectures
  • Leverage foundation models from major providers (OpenAI, AWS Bedrock, Anthropic, etc.) for both prototyping and production use
  • Fine-tune, adapt, and evaluate LLMs for domain-specific enterprise applications
  • Develop robust infrastructure for experimentation, training, deployment, and monitoring of AI models in production environments
  • Optimize model performance and inference workflows for latency, cost, and accuracy
  • Provide hands-on leadership and mentorship to other engineers, helping them grow technically and operationally
  • Translate research ideas and early-stage prototypes into enterprise-grade ML systems
  • Actively stay abreast of advancements in AI, open-source models, and MLOps best practices
  • Establish and improve internal processes for experimentation, evaluation, and deployment of ML models
  • Collaborate with cross-functional stakeholders to define AI roadmap and influence product direction
Desired Qualifications
  • Prior experience in MLOps, experimentation platforms, or model evaluation pipelines
  • Contributions to open-source AI/ML tools
  • Knowledge of additional languages such as SQL, Go, JavaScript, or TypeScript
  • Graduate degree (MS or PhD) in Computer Science, Machine Learning, or related field

ASAPP provides software-as-a-service AI tools to boost customer service. Its main offering is a fully conversational AI voice and chat agent that can transcribe calls, automate call summaries, and generate automated responses to help agents. The product works by running an AI-powered agent in customer service conversations, delivering real-time or post-call transcription, producing summaries, and suggesting or sending automated replies, with the entire system delivered through a scalable subscription model. The company differentiates itself by serving high-volume call centers and service-focused enterprises with an emphasis on efficiency and data-driven insights, backed by ongoing software updates and a suite of productivity tools. Its goal is to improve human performance in customer service, reducing costs, speeding resolutions, and increasing customer satisfaction through AI-assisted processes.

Company Size

201-500

Company Stage

Series C

Total Funding

$380M

Headquarters

New York City, New York

Founded

2014

Simplify Jobs

Simplify's Take

What believers are saying

  • AWS Generative AI Competency achieved April 22, 2025, boosts enterprise adoption.
  • Neudesic partnership March 25, 2025, expands to travel, retail, telecom sectors.
  • Snowflake CEO Frank Slootman joined board, scaling AI CX solutions.

What critics are saying

  • California wiretapping class action triggers damages and compliance overhauls.
  • Hyperscalers AWS, Google integrate native AI agents, cannibalizing subscriptions.
  • AI hallucination failures in financial interactions cause customer churn.

What makes ASAPP unique

  • GenerativeAgent autonomously resolves complex interactions using interaction intelligence.
  • AI-native CXP orchestrates agents, humans, and systems for enterprise CX.
  • CoachingAI automates 100% quality assurance, prioritizing agent coaching.

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Benefits

Learning & Development

Comprehensive Health Benefits

Daily Catered Meals

Vacation

401K Program

Family Leave

Growth & Insights and Company News

Headcount

6 month growth

2%

1 year growth

2%

2 year growth

2%
ASAPP
Dec 20th, 2025
What's after conversational AI: AI for CX Dec 2025

What's after conversational AI: AI for CX dec 2025. What comes after conversational AI. Working in the world of AI in CX, there's a certain level of excitement that coexists with an equal dose of frustration. The excitement comes from new technology that can fundamentally change how companies interact with customers. The frustration comes from the pace of change. Just a minute ago, ASAPP, Inc were chasing productivity gains and conversational AI. Now, ASAPP, Inc is talking about the agentic enterprise. But what hasn't changed are the fundamentals - what extraordinary customer experiences should feel like. Truly personalized, even at scale, not just a swap of your first name in a newsletter (yes, I know ASAPP, Inc do it too). Easy and proactive, instead of being passed from agent to agent, answering the same question again and again. Consistent, so no matter the channel, the experience feels the same. In this issue, ASAPP, Inc dig into what you need to equip your organization to deliver genuine personal service at scale - something that old tools and point solutions could never quite achieve. And where the industry is going from conversational AI to multi-agent collaboration. You'll also find a roundup of how 10 CX leaders are thinking about customer experience in 2026 and beyond. One more thing: ASAPP, Inc has updated its Essential Guide to AI Customer Service Agents and launched a new Agentic Minute video series, with short, snackable videos covering key ideas behind the agentic enterprise. Take a minute and learn the core concepts with ASAPP, Inc. Genuine personal service, at scale. Personal service has always broken down at scale. Agentic CX changes that by giving AI agents memory, context, and the ability to act across systems, so every interaction builds on the last. Learn how agentic CX makes truly personal service possible for every customer, not just a few. Agentic CX isn't just a new capability. It is a new operating model for customer experience. As AI agents move from assisting to acting, CX leaders will need to rethink tools, workflows, and readiness across the organization. Explore what the future of agentic CX looks like and what it takes to prepare for it. What CX and AI leaders see coming next. As customer experience enters its next phase, the questions are shifting from experimentation to execution. ASAPP, Inc asked 10 leaders what they see coming in 2026 and beyond - from trust and personalization to the role of humans in an increasingly agentic world. Read their takes on where CX is headed next. Fundamentals of AI agents and the agentic enterprise. If you're still forming a mental model of AI agents and the agentic enterprise, these resources are a great place to start. Recently updated with terms related to agentic enterprise, its Essential Guide to AI Customer Service Agents breaks down what AI agents are, how they work, and where they deliver real impact. And in its new Agentic Minute video series, ASAPP, Inc explore key concepts in short, practical episodes - starting with a clear explanation of what an agentic enterprise is and how teams of AI agents operate across enterprise CX systems. Follow along on LinkedIn and YouTube as ASAPP, Inc release new episodes over the coming weeks. "Over the course of the next several years, generative AI applied to CX will rapidly shift from experiment to scaled outcomes that completely reshape how consumers interact with the companies in which they choose to do business." What ASAPP, Inc is reading. Theresa Liao leads initiatives to shape content and design at ASAPP. With over 15 years of experience managing digital marketing and design projects, she works closely with cross-functional teams to create content that helps enterprise clients transform their customer experience using generative AI. Theresa is committed to bridging the gap between complex knowledge and accessible digital information, drawing on her experience collaborating with researchers to make technical concepts clear and actionable.

GlobeNewswire
Jul 16th, 2025
ASAPP's GenerativeAgent Platform is Now Available in the New AWS Marketplace AI Agents and Tools Storefront

NEW YORK, July 16, 2025 (GLOBE NEWSWIRE) - ASAPP, the leading provider of AI-powered contact center software, today announced the availability of its GenerativeAgent Platform in the new AI Agents and Tools storefront in AWS Marketplace.

Ahdoot & Wolfson
Jun 5th, 2025
ASAPP Wiretapping- Class Action Investigation

Ahdoot Wolfson attorneys are investigating a potential class action lawsuit against ASAPP, Inc. for their potential violation of California data privacy laws.

GeekWire
Apr 8th, 2025
Amazon Enters Real-Time Ai Voice Race With Nova Sonic, A Unified Voice Model That Senses Emotion

In-depth Amazon coverage from the tech giant’s hometown, including e-commerce, AWS, Amazon Prime, Alexa, logistics, devices, and more.Amazon CEO Andy Jassy teased ahead to today’s announcement when he unveiled Amazon’s Nova initiative in December at AWS re:Invent in Las Vegas. (GeekWire Photo / Todd Bishop)What happens when the AI senses the frustration or joy in your voice?A new speech-to-speech AI model from Amazon, called Nova Sonic, unifies speech recognition and generation to deliver more natural voice interactions — part of the Seattle tech giant’s broader effort to develop human-like intelligence in competition with Google, OpenAI, and others.Among other advances, Amazon says Nova Sonic picks up on tone of voice, adapting to the style and emotions of users. An angry customer on a support call might hear a calm, steady voice in return, while someone sounding excited could get a more upbeat response.“I think of intelligence as inseparable from context,” said Rohit Prasad, Amazon’s senior vice president of artificial general intelligence, who leads a central team working on the company’s most advanced AI technology.“If you’re excited about Hawaii, it will be excited about it,” he explained, as an example. “If you’re not, then it will suggest a separate destination.”Nova Sonic will be available to third-party developers through Amazon’s Bedrock service. Amazon is already using components of the model internally, in products including its newly released Alexa+ voice assistant.Unlike traditional voice systems that stitch together separate models for speech recognition, language processing, and text-to-speech, Nova Sonic combines all three in a single architecture, according to the company.Amazon says this integration allows the model to preserve the full context of a conversation — including intonation, pacing, and intent — making interactions feel more conversational and responsive.It can also take action in the middle of a conversation, like pulling up flight options or checking an account, without breaking the flow of the interaction.Amazon is making Nova Sonic available via a new streaming API built for real-time voice applications. It currently supports English with a few different voices and accents

Yahoo Finance
Jun 20th, 2024
ASAPP Named a Leader in Digital Customer Interaction Solutions by Top Independent Research Firm

ASAPP named a Leader in Digital Customer Interaction Solutions by top independent research firm.

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