TikTok
Applied Scientist, TikTok E-Commerce - Conversational AI, USDS
TikTok, Seattle, Washington, us, 98127
Applied Scientist, TikTok E-Commerce - Conversational AI, USDS
This role focuses on building AI-driven customer service systems for TikTok's global e-commerce platform. The team aims to replace traditional human agents with advanced conversational agents powered by large language models and NLP.
Responsibilities
Design and implement AI-driven conversational customer service agents that handle e-commerce inquiries, complaints, refunds, dispute resolutions, and logistical issues.
Apply state‑of‑the‑art LLM post‑training techniques—instruction tuning, RLHF, and continual learning—to optimize responses with minimal labeled data.
Create specialized datasets for challenging interactions such as policy clarifications, dispute handling, and multi‑turn complaint resolution.
Build multilingual customer support models that understand and respond appropriately across multiple languages and cultural contexts.
Optimize model efficiency and deployment through compression, quantization, and efficient inference to enable real‑time, low‑latency service at scale.
Develop dispute‑resolution and policy‑adaptive AI that verifies transaction details and ensures platform compliance.
Enable AI‑seller collaboration tools to assist merchants with inquiries, store operations, and dispute resolution.
Refine response evaluation metrics and conduct A/B testing to improve conversational quality.
Collaborate across teams to maintain clean data pipelines and promote reproducibility.
Ensure AI services are secure and comply with data protection and national‑security screening requirements.
Work in a hybrid model, attending the office at least 3 days a week unless directed otherwise.
Minimum Qualifications
Bachelor’s degree in Computer Science or a related technical field.
3+ years of experience in machine learning, NLP, or computer vision.
Proficiency in at least one of the following programming languages: C++, Python, Go, Java.
Preferred Qualifications
Experience fine‑tuning, distilling, or RLHF on large language models for conversational AI.
Proficiency in multilingual NLP, machine translation, and cross‑lingual dialogue modeling.
Understanding of e‑commerce policies, dispute resolution workflows, and merchant‑buyer interactions.
Strong grasp of advanced NLP techniques such as retrieval‑augmented generation, mixture of experts, sparse attention, and reinforcement learning.
Experience in distributed training, low‑latency inference, and edge AI for large‑scale applications.
Ability to design scalable and efficient inference pipelines for complex conversational agents.
About USDS U.S. Data Security (USDS) is a TikTok subsidiary focused on protecting U.S. user data and ensuring compliance with data protection policies.
Compensation Base salary range: $129,960 – $246,240 annually, depending on qualifications and location.
Benefits Employees receive medical, dental, and vision insurance; a 401(k) plan with company match; paid parental leave; short‑term and long‑term disability coverage; life insurance; wellbeing benefits; 10 paid holidays per year; 10 paid sick days per year; and 17 days of paid personal time (pro‑rated upon hire).
Legal Notice This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, the role is subject to strict national‑security‑related screening.
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Responsibilities
Design and implement AI-driven conversational customer service agents that handle e-commerce inquiries, complaints, refunds, dispute resolutions, and logistical issues.
Apply state‑of‑the‑art LLM post‑training techniques—instruction tuning, RLHF, and continual learning—to optimize responses with minimal labeled data.
Create specialized datasets for challenging interactions such as policy clarifications, dispute handling, and multi‑turn complaint resolution.
Build multilingual customer support models that understand and respond appropriately across multiple languages and cultural contexts.
Optimize model efficiency and deployment through compression, quantization, and efficient inference to enable real‑time, low‑latency service at scale.
Develop dispute‑resolution and policy‑adaptive AI that verifies transaction details and ensures platform compliance.
Enable AI‑seller collaboration tools to assist merchants with inquiries, store operations, and dispute resolution.
Refine response evaluation metrics and conduct A/B testing to improve conversational quality.
Collaborate across teams to maintain clean data pipelines and promote reproducibility.
Ensure AI services are secure and comply with data protection and national‑security screening requirements.
Work in a hybrid model, attending the office at least 3 days a week unless directed otherwise.
Minimum Qualifications
Bachelor’s degree in Computer Science or a related technical field.
3+ years of experience in machine learning, NLP, or computer vision.
Proficiency in at least one of the following programming languages: C++, Python, Go, Java.
Preferred Qualifications
Experience fine‑tuning, distilling, or RLHF on large language models for conversational AI.
Proficiency in multilingual NLP, machine translation, and cross‑lingual dialogue modeling.
Understanding of e‑commerce policies, dispute resolution workflows, and merchant‑buyer interactions.
Strong grasp of advanced NLP techniques such as retrieval‑augmented generation, mixture of experts, sparse attention, and reinforcement learning.
Experience in distributed training, low‑latency inference, and edge AI for large‑scale applications.
Ability to design scalable and efficient inference pipelines for complex conversational agents.
About USDS U.S. Data Security (USDS) is a TikTok subsidiary focused on protecting U.S. user data and ensuring compliance with data protection policies.
Compensation Base salary range: $129,960 – $246,240 annually, depending on qualifications and location.
Benefits Employees receive medical, dental, and vision insurance; a 401(k) plan with company match; paid parental leave; short‑term and long‑term disability coverage; life insurance; wellbeing benefits; 10 paid holidays per year; 10 paid sick days per year; and 17 days of paid personal time (pro‑rated upon hire).
Legal Notice This role requires the ability to work with and support systems designed to protect sensitive data and information. As such, the role is subject to strict national‑security‑related screening.
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