Staff Applied AI/ ML Engineer - Customer Experience Platform

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.

Here’s what you’ll do day-to-day:

• 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.

Here’s what we're looking for:

• 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.

• Ph.D. or Master’s degree in Computer Science Machine Learning Statistics Mathematics or a related field is a plus.

Our cash compensation amount for this role is targeted at $230k-280k for San Francisco New York and Seattle $205k - 255k in Los Angeles $185k-234k in Denver and 200k-250k CAD for Toronto. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.