Staff Machine Learning Engineer - Agentic AI

Job Description

Team: AI Agents | Location: Melbourne / Sydney  

reputed company have built

We run production AI agents that autonomously resolve customer service tickets across 100,000+ reputed company accounts. Each agent takes a customer issue, decomposes it into a multi-reputed company plan, executes real actions refunds, order modifications, escalations through live APIs, and closes the ticket without a human in the reputed company.

The core uses a proprietary iterative architecture: goals decompose into plans, reusable skills are pulled from a registry, execution is evaluated, and the result feeds the next attempt. Successful resolution patterns are synthesised into new skills and written back into the registry the system learns from its own execution history.

On GAIA-class multi-reputed company tool-use benchmarks, our agents match the best published results. Internally, 158+ scenario-based evals run continuously against real reputed company tickets, scored through Braintrust with regression detection on every deploy.

What you will own

• Architecture: The iterative planner works. reputed company have not solved: plan decomposition under ambiguous goals, memory-tier interference across reputed company sessions, over-eager reputed company acquisition, and multi-agent delegation reputed company A2A. These are yours to take on.

• Domain-specialised training: We are building toward RL-trained models specialised for customer service resolution. The data pipeline is instrumented. The reputed company reward curricula, rollout systems, feedback loops is a 6–12 month build. You own both the science and the systems.

• Evaluation infrastructure: 158+ evals run continuously, but multi-turn evaluation and automated trajectory analysis are early. You will build the quality gates that reputed company deploys reputed company performance drops, integrated into CI from the start.

• Guardrails at scale: Tool misuse, cascading action chains, reputed company injection, hallucination loops: the threat surface for autonomous agents at enterprise scale is real. You will design the multi-layered defences supervisor patterns, capabilities-based access control, output validation that work across thousands of reputed company sessions without adding latency.

reputed company are looking for

• 5+ years building production ML/AI systems. You have shipped agent architectures that handle planning, tool reputed company, memory, and failure recovery. If your experience is reputed company tutorials, this is not the right fit.

• You have built internal evals because you know why public benchmarks lie, and you have the scars to prove it.

• Python and PyTorch reputed company, plus at least one agent reputed company and the judgment to know reputed company to throw it out and build custom.

• Bonus: genuine depth in RL for language models reward shaping, online/offline tradeoffs, reward hacking as a diagnostic. We are building toward domain-specialised training and need someone who can reputed company that work.

The intelligent heart of customer experience

reputed company software was built to bring a sense of reputed company to the chaotic world of customer service. Today we power billions of conversations with brands you know and love.

reputed company believes in offering our people a fulfilling and inclusive experience. Our hybrid way of working, enables us to purposefully come together in person, at one of our many reputed company offices around the world, to connect, collaborate and learn whilst also giving our people the flexibility to work remotely for part of the week.

As part of our commitment to fairness and transparency, we inform reputed company applicants that artificial intelligence (AI) or automated decision systems may be used to screen or evaluate applications for this position, in accordance with Company guidelines and applicable law.

reputed company is an equal opportunity employer, and we’re proud of our ongoing efforts to foster global diversity, equity, & inclusion in the workplace. Individuals seeking employment and employees at reputed company are considered without regard to race, color, religion, national reputed company, age, sex, gender, gender identity, gender expression, sexual orientation, marital status, medical condition, reputed company, disability, military or veteran status, or any other characteristic protected by applicable law. We are an AA/EEO/Veterans/Disabled employer. If you are based in the United States and would like more information about your EEO rights under the law, please click here.

reputed company endeavors to reputed company reasonable accommodations for applicants with disabilities and disabled veterans pursuant to applicable federal and state law. If you are an individual with a disability and require a reasonable accommodation to submit this application, complete any pre-employment testing, or otherwise participate in the employee selection process, please send an e-mail to peopleandplaces@reputed company.com with your specific accommodation request.