Zalando

THE ROLE & THE TEAM

A Principal Applied Scientist in Customer Care Technology at Zalando focuses on developing and implementing cutting-edge machine learning solutions to enhance customer service.

This includes developing state-of-the-art machine learning models. Leveraging and fine-tuning large language models (LLMs) for practical applications. Creating AI-driven automation and intelligent tools for both self-service and customer care specialists. Driving innovation to improve the speed, efficiency, and personalization of customer support.

The role is within Zalando's Customer Care Technology team, specifically the Machine Learning team, based in Berlin. This team is responsible for transforming customer service through technology. They build products that: Enable customer self-service, provide advanced tools for 4,500 customer care specialists, focus on AI-driven automation and intelligent human interaction. The team works to improve the experience of Zalando's 50 million active customers.

INCLUSIVE BY DESIGN

At Zalando, our vision is to be inclusive by design. And this vision starts with our hiring - we do not discriminate on the basis of gender identity, sexual orientation, personal expression, ethnicity, religious belief, or disability status. You are welcome to leave out your picture, age, or marital status from your application. We only assess candidates on their qualifications and merit. 

We want to provide you with a great candidate experience. Feel free to inform us of any accommodations you may need, so we can best support you throughout the hiring process. 

do.BETTER - our diversity & inclusion strategy: https://corporate.zalando.com/en/our-impact/dobetter-our-diversity-and-inclusion-strategy

Our employee resource groups: https://corporate.zalando.com/en/our-impact/our-employee-resource-groups 

WHAT WE’D LOVE YOU TO DO (AND LOVE DOING)

• Lead AI/ML Innovation: Drive the development and implementation of advanced AI and machine learning solutions specifically for the Customer Care department. Shape the future of customer service through innovative applications of AI.
• Solve Complex Business Problems: Apply deep scientific expertise to address significant and challenging business issues.Develop and deploy production-ready systems that generate tangible real-world impact.
• Identify and Drive Business Value: Utilize a strong understanding of Zalando and its Customer Care operations to pinpoint high-value opportunities for applied science.Focus on projects that maximize business impact.
• Conduct Advanced Research: Perform cutting-edge research in relevant AI fields, including Natural Language Processing and generative models. Push the boundaries of AI capabilities within the Customer Care context.
• Collaborate Effectively: Work closely with engineers, product managers, and other stakeholders to implement solutions. Foster cross-functional collaboration to enhance customer experiences and operational efficiency.
• Mentor and Share Expertise: Mentor and guide other team members within the Applied Science community. Contribute to raising the overall scientific excellence of the team.
• Ensure Operational Excellence: Optimize system efficiency, security, and cost-effectiveness. Maintain smooth production operations, including incident response and post-mortem analysis. Maintain production systems.

WE’D LOVE TO MEET YOU IF

• You have extensive practical experience in Natural Language Processing (NLP) and Artificial Intelligence (AI) research and application.
• You have deep, hands-on expertise with Large Language Models (LLMs) like GPT, Vertex, and Llama, and a proven ability to apply them to build customer care solutions.
• You have strong architectural knowledge of large-scale machine learning systems, focusing on scalability and efficiency.
• You have a demonstrated ability to rapidly prototype and deploy machine learning solutions into production.
• You have expert-level coding skills in Python, including proficiency with relevant libraries (pandas, numpy, matplotlib) and machine learning frameworks (scikit-learn, TensorFlow, Keras, PyTorch).
• You have practical experience with the full technology stack, including Docker, Git, cloud platforms (AWS or similar), SQL, and Databricks.
• You have a strong focus on writing high-quality, robust, and testable code.
• You have experience in benchmarking and optimizing machine learning applications for enterprise-level performance.
• You have excellent communication skills, with the ability to clearly explain complex technical concepts to diverse audiences.
• You have a collaborative mindset, with a history of contributing to applied science communities and mentoring others.

If this role excites you, we encourage you to apply—even if you don't meet every single qualification. You might be the perfect fit for this position or another opportunity!

OUR OFFER

Zalando provides a range of benefits, here’s an overview of what you can expect. Ask your Talent Acquisition Partner to learn more about what we offer.

• Employee shares program
• 40% off fashion and beauty products sold and shipped by Zalando, 30% off Zalando Lounge, discounts from external partners
• 2 paid volunteering days a year
• Hybrid working model with 60% (or more) remote per week, actual practice is up to each team to best support their collaboration
• Work from abroad for up to 30 working days a year
• 27 days of vacation a year to start
• Relocation assistance available (subject to prior agreement)
• Family services, including counseling and support
• Health and wellbeing options (including Gympass)
• Mental health support and coaching available

Learn all about Zalando and our values here: https://jobs.zalando.com/en/?gh_src=22377bdd1us

Recruiter

Bazi Nzirubusa

bazi.nzirubusa@zalando.de

Please note that all applications from this job page must be completed using the online form - we do not accept applications via e-mail. Once reviewed, our recruiters will contact applicants via an official Zalando email address (@zalando.de).

In some cases we also work with a selection of headhunters and agencies to fill specific roles. Please note that neither Zalando nor our recruiting partners will ask for any kind of payment to apply for a job or attend an interview.

If you have any questions about our recruitment process, please take a look at our FAQ page.

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