Applied Scientist, TikTok E-Commerce - AI Customer Service, USDS
Tiktok - Mountain View, CA
posted 3 months ago
About the position
TikTok is the leading destination for short-form mobile video, and our mission is to inspire creativity and bring joy. U.S. Data Security (USDS) is a subsidiary of TikTok in the U.S., created to enhance focus and governance on our data protection policies and content assurance protocols to ensure the safety of U.S. users. Our commitment is to provide oversight and protection of the TikTok platform and U.S. user data, allowing millions of Americans to continue using TikTok for learning, earning, self-expression, and entertainment. The teams within USDS, including Trust & Safety, Security & Privacy, Engineering, User & Product Ops, and Corporate Functions, work diligently to uphold this commitment every day. Joining TikTok means being part of a team that values creativity and collaboration. We believe that every challenge is an opportunity for learning, innovation, and growth. Our culture encourages courage and a refusal to accept the status quo. Together, we inspire creativity and bring joy, driving impact for ourselves, our company, and the communities we serve. The team you will be joining is responsible for developing cutting-edge Natural Language Processing (NLP) and Machine Learning (ML) algorithms to enhance user experiences, improve merchant service quality, and foster a thriving ecosystem on our E-commerce Platform. Specifically, this team focuses on the algorithms for Intelligent Customer Service within TikTok's global e-commerce business. In this role, you will be tasked with building next-generation AI customer services using Large Language Models (LLMs) to better serve our customers. You will collaborate with product managers, data scientists, and the product strategy and operation team to define product strategies and features, ensuring that our AI solutions meet the needs of our users and merchants alike.
Responsibilities
- Building next-generation AI customer services using LLMs within the TikTok e-commerce ecosystem to better serve our customers.
- Collaborating with product managers, data scientists, and the product strategy & operation team to define product strategies and features.
- Applying LLMs for a variety of multilingual and multimodal scenarios of e-commerce business.
- Establishing a generative-based AI chatbot capable of resolving post-sale issues and achieving pre-sale interactive consultations.
- Generating text, including product titles and descriptions, dialogue summaries, and auto-replies for emails and tickets.
- Optimizing machine translation quality across various scenarios and language pairs in e-commerce, along with researching related cutting-edge technologies.
Requirements
- Bachelor's degree in Computer Science or related technical field.
- 3+ years of working experience in machine learning, NLP, or computer vision.
- Experience with software development in at least one of the following programming languages: C++, Python, Go, or Java.
Nice-to-haves
- Experience in NLP and LLM technologies.
- Good sense of teamwork and communication skills, with practical experience in relevant business scenarios preferred.
- Proficient in using at least one mainstream deep learning framework such as TensorFlow or PyTorch, with an understanding of distributed training and distillation acceleration.
- Familiarity with processing methods and optimization experience in domain adaptation, small sample construction, text mining, and unsupervised/semi-supervised learning.
- Knowledge of commonly used machine learning and deep learning algorithms, understanding basic network model structures (DNN/LSTM/CNN) and text representation methods (LDA/Word2Vec/ELMo/GPT/BERT), with practical experience in deep learning training and model tuning.
- Experience in large-scale text data processing or cleaning using tools like Hadoop, Spark, Hive, or Flink.
Benefits
- 100% premium coverage for employee medical insurance, approximately 75% for dependents, and a Health Savings Account (HSA) with a company match.
- Dental, Vision, Short/Long term Disability, Basic Life, Voluntary Life, and AD&D insurance plans.
- Flexible Spending Account (FSA) options for Health Care, Limited Purpose, and Dependent Care.
- 10 paid holidays per year plus 17 days of Paid Personal Time Off (PPTO), prorated upon hire and increased by tenure, and 10 paid sick days per year.
- 12 weeks of paid Parental leave and 8 weeks of paid Supplemental Disability.
- Mental and emotional health benefits through EAP and Lyra.
- 401K company match, gym, and cellphone service reimbursements.
