Senior Machine Learning Engineer (Modeling), Support

Block is a company focused on economic empowerment, and they are seeking a Senior Machine Learning Engineer to drive innovation in customer support experiences. The role involves leading R&D efforts, designing ML models for conversational agents, and building generative AI systems to enhance support quality and efficiency.

Responsibilities:

• Lead R&D efforts to explore and prototype next-generation chatbot architectures using LLMs, retrieval-augmented generation (RAG), fine-tuning, and real-time inference
• Design and deploy ML models powering conversational agents, including the support chatbot used across Cash App, Square, and other Block products
• Build generative AI systems that scale intelligently across multiple business units, adapting to diverse products, users, and use cases
• Advance voice support automation, enabling natural, responsive, and accurate voice-based interactions
• Develop systems to infer customer intent, enabling effective routing, triaging, and resolution of cases with minimal human involvement
• Create ML-powered tooling and real-time recommendation systems to assist support agents and enhance customer outcomes
• Engineer robust, reusable modeling pipelines capable of high throughput, rapid iteration, and easy deployment
• Collaborate cross-functionally with product, engineering, design, and operations teams to ship impactful ML features at scale

Requirements:

• 6+ years of experience in machine learning, applied AI, or product ML roles
• Demonstrated experience with language models, dialog systems, or generative AI in production
• Strong knowledge of NLP, deep learning, and ML infrastructure best practices
• Proven ability to ship end-to-end ML features—framing problems, prototyping, training, evaluation, and deployment
• Experience designing scalable model pipelines and maintaining production ML services
• Excellent communication skills and a collaborative mindset
• Enthusiasm for R&D and pushing the boundaries of what AI can do for support
• Experience with speech processing or voice interfaces is a strong plus