Machine Learning Scientist III - Customer Service AI

Job Title: Machine Learning Scientist III - Customer Service AI Company: Wayfair Job Category: Machine Learning Roles & Responsibilities: Wayfair is seeking a high\-impact Machine Learning Scientist III to lead the research, technical strategy, and production deployment of next\-generation Generative AI and agentic systems for Wayfair’s Customer Service organization. In this role, you will bridge cutting\-edge AI research and large\-scale enterprise execution—architecting robust, multi\-agent frameworks, proprietary domain\-adapted LLMs, and end\-to\-end LLMOps infrastructure. You will be responsible for defining technical roadmaps, tackling high\-ambiguity customer service challenges, mentoring junior scientists, and collaborating closely with engineering and product leadership. Success requires deep technical mastery of NLP and Generative AI, a demonstrated track record of taking complex AI systems to production at scale, and the executive presence to turn emerging AI capabilities into measurable business ROI and customer lifetime value. Technical Leadership \& Strategy: Help define the Generative AI roadmap and architecture for Customer Service Intelligence, identifying high\-leverage opportunities to deploy agentic workflows, autonomous triage, and real\-time agent copilot systems. Evaluation Frameworks \& Governance: Design rigorous offline and online evaluation ecosystems (LLM\-as\-a\-judge, custom benchmark datasets, semantic observability, red\-teaming) to monitor factual consistency, safety, hallucination mitigation, and task completion in customer\-facing workflows. Cross\-Functional Influence \& Alignment: Serve as the technical authority across product managers, operations directors, legal/compliance, and engineering leaders, translating abstract business challenges into scalable technical implementations with defined ROI metrics. Mentorship \& Engineering Excellence: Set high standards for experimental rigor and code quality across the team; lead design reviews, mentor mid\-level and junior scientists, and foster a culture of rapid, scientifically sound prototyping. Applied Innovation \& Advocacy: Keep Wayfair at the cutting edge by tracking developments in foundation model architectures, context\-caching, vector search, and reasoning models, proactively running proofs\-of\-concept to identify disruptive technology before it commoditizes. Software Engineering \& Infrastructure: Expert\-level software development skills in Python, with clean production code standards, asynchronous programming, containerization (Docker, Kubernetes), distributed training/inference, and modern cloud ML infrastructure (GCP Vertex AI, AWS SageMaker, Azure AI). System Design \& Communication: Exceptional systems\-thinking and stakeholder communication skills, capable of influencing senior cross\-functional leadership, defending trade\-offs in technical design reviews, and explaining complex AI mechanics to non\-technical partners. Work Location: Toronto, Canada Availability: Full time

Experience: Minimum 2\+ years of experience with PhD, or 4\+ years of industry experience with MS, or 6\+ years of experience with a BS in a quantitative STEM field. Key Skills: Machine Learning, Python, NLP Salary: CAD 211914 - 225159 per yearly