Applied Scientist

About the Company

Dialpad is an AI-driven platform for customer experience management, designed to address customer issues in real time across both voice and digital channels. The platform leverages AI agents that learn from top-performing human agents to enhance customer understanding, improve service quality, streamline operations, and build a sustained competitive edge. Its integrated system allows seamless collaboration between AI and human agents, maintaining full context and facilitating issue resolution and task automation.

Trusted by leading brands such as Randstad, Motorola Solutions, Netflix, and major sports organizations, Dialpad is supported by investors including Andreessen Horowitz and T-Mobile. The company prides itself on an inclusive and collaborative culture, encouraging curiosity, persistence, optimism, empathy, and resourcefulness among its team members.

Job Role and Responsibilities

• Design, develop, and enhance cutting-edge Natural Language Processing (NLP) and Machine Learning (ML) algorithms tailored for Dialpad's product suite.
• Perform thorough evaluations and continuous monitoring of model performance, diagnosing issues with an understanding of their business impacts.
• Handle and process large-scale textual datasets efficiently.
• Create advanced features based on large language models (LLMs), including reasoning, multilingual processing, multimodal interactions, and agentic systems capable of real-time actions.
• Collaborate closely with engineering, product, and design teams to implement and scale ML models and algorithms in production environments.
• Contribute to the scientific community by authoring papers for prestigious conferences and journals and reviewing academic submissions.

Candidate Requirements

• Master’s or PhD qualification in Linguistics, Computational Linguistics, Computer Science, Machine Learning, or a related discipline.
• Minimum of 2 years of professional NLP experience for candidates with a Master’s degree, or at least 1 year for those with a PhD.
• Proficiency with machine learning frameworks, programming in Python and PyTorch, and related technical tools.
• Comprehensive knowledge of current architectures for large language models, including methods for their tuning and optimization.
• Strong analytical and problem-solving skills adept at handling complex technical challenges.
• Excellent communication and teamwork abilities to work effectively within multidisciplinary teams.
• Experience with version control systems such as Git to support collaborative development.

Compensation and Benefits

• The base salary range for this role, specifically for Ontario-based applicants, is CAD 145,500 to CAD 172,500 annually. Note that this excludes potential bonuses, equity, or other benefits.
• Opportunity to work at the forefront of AI transformation in business communications.
• Be part of a team developing cutting-edge agentic AI products that redefine organizational operations.
• Competitive compensation package, comprehensive benefits, and strong professional growth prospects.

Additional Information

The Applied Scientist role reports directly to the NLP team manager and is located at Dialpad’s office in Kitchener, Ontario. Dialpad emphasizes an inclusive work environment free from discrimination and harassment. While meeting every qualification is not mandatory, applicants should embody the company’s core traits: being scrappy, curious, optimistic, persistent, and empathetic.