Technical Lead, Customer Experience Technology - Location Flexible - Veterans Encouraged to Apply
Role Description
As part of our Customer Experience (CX) organization, the CX Technology team is responsible for maximizing business results through the innovative use of technology. You will be responsible for translating our service strategy into effective capabilities for both our customers and our agents handling customer inquiries and then advancing the technical capabilities to support those needs.
We are seeking a Technical Lead with experience building large-scale Artificial Intelligence (AI) and Machine Learning (ML) capabilities who will make it easier for our Customer Experience team to understand and solve users’ problems, shape how users interact with Dropbox through our support website, integrate support ticketing with other internal systems, be a champion of secure and scalable internal development practices, and build tools that help users diagnose and solve issues on their own.
Responsibilities
- Designing and building highly scalable AI and ML solutions
- Implementing internal services and integrations using Python, connecting to services like Zendesk and Salesforce.
- You will build internal and external-facing web applications using Python and Javascript, as well as a variety of open-source technologies like React, Redux, Typescript, Flask, HQL/Hive, and Elasticsearch. You’ll also work with proprietary technologies like Edgestore (link) and CAPE (link).
- Building user interfaces for agent support tools, front-end for our self-support platform, and agent-facing tools in Zendesk.
- Partnering with other engineering teams to integrate our support systems into all our products
- You will maintain and improve business-critical legacy systems and integrations.
- Researching technical solutions to business problems.
- Writing user documentation and operational playbooks to scale yourself, ensuring the systems you build are maintainable long-term.
- Mentor all direct reports, finding growth opportunities for them that align with the team’s strategic initiatives.
Requirements
- Strong software engineering background. Software engineering practitioner.
- BA/BS degree or equivalent practical experience, with two or more years working on production code
- Deep experience with Python and/or Javascript
- Experience building internal tools, integrating with third-party systems, or building B2B SaaS products for customer service or similar business needs
- Experience in collaborative environments and working with remote business partners
- You will have direct engineering experience in the following areas:
- Machine Learning, Artificial Intelligence
- Building and deploying Chatbots at scale
- Integrating and deploying open-source tools and libraries to solve problems
- Military veterans strongly encouraged to apply! Leadership, integrity, teamwork, and global perspective are just a few of the skills learned through Military service. At Dropbox, we value the experiences of current and previous members of the U.S. Armed Forces. This role is open to any qualified candidate, however we have identified that the qualifications for this role match many of those who have served in the U.S. military. If you are a veteran please be sure to mark your veteran status at the bottom of the application. You can read more about our commitment to hiring veterans at dropbox.com/jobs/Veterans.