Senior AI Scientist

Pleased.com provides customer service software (SaaS) to clients all over the world. The company has been live with paying customers for years, and is currently used by around 5 million end users each month (our clients' customers). Pleased has a remote development team in Europe with around 30 people, and due to the success of the product is seeking to hire around 100 more people in the Philippines to further develop and scale. Pleased's goal is to capture a larger portion of the US market. We have a >1,000 sqm office space in BGC that we're moving into at the end of July. It's an open-office layout, with several breakout areas and lots of meeting rooms. All technical staff are equipped with the best technology to perform their duties (high-spec MacBook Pros, multiple monitors, noise cancelling headphones, and more). We have several AI subscriptions to aid with coding in order to maximally leverage your skills. With that said, everyone is expected to have a strong programming foundation so they can ensure any generated code is suitable for production, and ultimate responsibility falls on each individual. In our tech department, you will never have anyone in your managerial chain that doesn't know how to code. Everyone, from the most junior developer all the way up to our CEO, is a programmer and we are "dev first". As for how we operate, we're divided into product teams that work on specific areas of the product. Each product team has 2-3 BE, 1-2 FE, 1-2 QA, 1 Product Manager, and 0.5 Project Managers. Separate to this, we have a Business Intelligence team for wrangling data into easily-used, useful formats, a DevOps and DBA team for managing infrastructure, a UXUI team for making beautiful user journeys and designs, and a dedicated AI team. Our work environment is that of a fast-moving startup, not a large, slow enterprise. We value focusing on our users, taking ownership, and getting things done. In order to create a collaborative, high-energy environment, all of our team in the Philippines works on site. This is not for everyone, but if it sounds like a good fit for you, we look forward to hearing from you

About the role
We are looking for a Senior AI Scientist to continuously improve the quality, accuracy and effectiveness of our AI-powered products. You will analyse AI interactions, identify improvement opportunities and optimise conversational behaviour, prompting strategies and retrieval mechanisms. Working closely with AI Engineers, you will drive measurable improvements in AI performance and user satisfaction. What you'll be doing Analyse AI conversations and identify opportunities to improve response quality and user experience. Design, implement and evaluate prompt engineering strategies. Optimise RAG pipelines and retrieval quality. Evaluate different LLMs and recommend the most effective models for specific use cases. Potentially train customer personal models. Define and monitor AI quality metrics, including accuracy, relevance, latency and user satisfaction. Design and execute experiments to validate AI improvements. Analyse user feedback and interaction data to continuously improve AI behaviour. Collaborate with AI Engineers to deploy validated improvements into production. Maintain evaluation frameworks, benchmarks and documentation. Stay current with advances in generative AI and recommend practical improvements to existing products. What you'll bring 5+ years of experience in AI, ML, NLP or a related field. Strong understanding of LLMs and conversational AI. Experience with prompt engineering, prompt evaluation and LLM optimisation. Experience evaluating conversational AI systems using qualitative and quantitative methods. Strong Python and SQL skills. Strong analytical and problem-solving skills. Excellent communication and stakeholder management skills. Proactive mindset with strong ownership and accountability. Experience with speech and voice AI technologies. Experience with AI evaluation frameworks and benchmarking. Experience with vector databases and embedding models. Knowledge of AI governance, safety and responsible AI practices. Experience working with production AI systems at scale. What's in it for you Remote first company in pursuit of sustainability A competitive salary + individual performance based bonuses every quarter 28 days paid annual leave Our core

working hours
are 10am-3pm in your local time zone with flexibility outside of this Referral bonuses & flash bonuses Top of the line equipment Annual company retreats to provide great internal networking opportunities Interview Process Remote video screening with our Talent Acquisition Team Online home assignment Remote video interview with Team Members (60 Mins) Final discussion with the hiring manager (60 mins) If you're interested, we encourage you to apply Every application is reviewed by a member of our team (AI is not used in our recruitment process), and we aim to respond within 48 hours. *We are committed to maintaining a fair, secure and authentic recruitment process. Applications submitted using false, misleading or fraudulent information, including impersonated or fake profiles, will not be considered. Where reasonably necessary to protect the integrity and security of our recruitment process, we may verify a candidate’s identity and/or the accuracy of information provided during the recruitment process. Any such checks will be carried out in a proportionate and appropriate manner and in accordance with applicable data protection and employment laws.