Machine Learning Engineer

Responsibilities
TikTok will be prioritizing applicants who have a current right to work in Singapore, and do not require TikTok's sponsorship of a visa.
TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and its offices include New York, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.
Why Join Us
Creation is the core of TikTok's purpose. Our platform is built to help imaginations thrive. This is doubly true of the teams that make TikTok possible.
Together, we inspire creativity and bring joy - a mission we all believe in and aim towards achieving every day.
To us, every challenge, no matter how difficult, is an opportunity; to learn, to innovate, and to grow as one team. Status quo? Never. Courage? Always.
At TikTok, we create together and grow together. That's how we drive impact - for ourselves, our company, and the communities we serve.
Join us.
About the Team
The future of e-commerce customer service is intelligent, efficient, and AI-driven. Our team is dedicated to replacing traditional human-agent customer service with an advanced AI-powered conversational system that provides instant, intelligent, and seamless support for TikTok's global e-commerce platform. By leveraging Large Language Models (LLMs) and NLP, we are building an AI customer service system that can understand user queries, resolve disputes, guide transactions, and enhance the overall shopping experience without the need for human intervention.
Our cutting-edge AI is designed to handle complex customer interactions, including answering product inquiries, resolving order issues, processing refunds, and assisting sellers with operational tasks. Through LLM post-training, we ensure that our AI assistant is continuously learning and improving, providing more accurate, context-aware, and human-like interactions.
By joining us, you will be at the forefront of transforming customer service in e-commerce, helping build an AI system that understands, adapts, and provides intelligent solutions—all while reducing costs and improving efficiency for merchants and the platform.
We are looking for talented individuals to join us for an internship in from August 2024 onwards. Internships at TikTok aim to offer students industry exposure and hands-on experience. Watch your ambitions become reality as your inspiration brings infinite opportunities at TikTok.

**Responsibilities**:

- Develop AI Customer Support Systems: Build and optimize AI-driven customer service models capable of handling high-volume, complex user inquiries while ensuring high response accuracy and reliability.
- Enhance LLM-Based Customer Interaction Models: Implement LLM post-training strategies to improve customer support interactions, reducing errors, hallucinations, and irrelevant responses.
- Create Automated Dispute Resolution & Policy-Adaptive AI: Develop intelligent models capable of handling disputes, verifying transaction details, and ensuring platform compliance in automated responses.
- Develop Multilingual Support & Translation Models: Enhance the platform’s AI translation capabilities for real-time multilingual customer service interactions, ensuring smooth cross-language communication.
- Refine Response Evaluation Metrics: Define and implement quality evaluation metrics for AI-generated responses to track customer satisfaction and improve conversational AI quality through A/B testing and iterative optimization.
- Enable AI-Seller Collaboration: Build AI-powered seller assistance tools to help merchants quickly respond to customer inquiries, manage store operations, and resolve disputes efficiently.
- Optimize Large-Scale Model Deployment: Work on model compression, inference optimization, and edge AI deployment to ensure real-time, high-quality customer service experiences at scale.

**Qualifications**:
Minimum Qualifications
- Undergraduate, or Postgraduate who is currently pursuing a degree/master in Software Development, Computer Science, Computer Engineering, or a related technical discipline.

**Working experience in one of the following fields**: machine learning, NLP, and computer vision
- Experience with software development in at least one of the following programming languages: C++, Python, Go, Java
- Good sense of teamwork and communication skills, practical experience in relevant business scenarios is preferred.

Preferred Qualifications
- Multilingual AI Development: Proficiency in multilingual NLP, machine translation, and cross-lingual dialogue modeling.
- E-commerce Business Acumen: Understanding of e-commerce policies, dispute resolution workflows, and merchant-buyer interactions to enhance AI service design.
- Advanced NLP & Deep Learning: Strong grasp of AI agents, retrieval augmented generation, mixture of experts, sparse attention, reinforcement learning, inference time scaling etc. for improvin