About Dialpad Dialpad is the AI platform for customer experience, built to resolve customer problems in real time across voice and digital. Our AI agents learn from your best human agents and improve with every interaction, helping organizations understand their customers, deliver better experiences, increase operational efficiencies, and build a lasting competitive advantage. Unlike legacy systems built to route and answer, or standalone agentic bot vendors built to deflect, Dialpad was built to resolve.

Our AI agents and human agents operate on a single platform with shared context, allowing Agentic AI to resolve issues, advance deals, and eliminate busywork through automation while seamlessly handing conversations to humans when needed, with full context preserved. Market-leading brands, including Randstad, Motorola Solutions, Netflix, the San Diego Padres, the Colorado Rockies Baseball Club, and Cal Athletics, trust Dialpad. Dialpad is backed by Andreessen Horowitz, GV, ICONIQ Capital, and T-Mobile.

Being a Dialer At Dialpad, AI isn’t just a feature; it’s how our teams do their best work every day. We put powerful AI tools in every employee’s hands so they can move faster, think bigger, and achieve more. We believe every conversation matters.

And we’ve built the platform that turns those conversations into insight and action, for our customers and ourselves. We look for people who are intensely curious and hold themselves to a high bar. Our ambition is significant, and achieving it requires a team that operates at the highest level.

We seek individuals who embody our core traits: Scrappy, Curious, Optimistic, Persistent, and Empathetic . Your role As an Applied Scientist at Dialpad, you'll be an integral part of our AI team, conducting R D to power the next generation of autonomous voice agents and delivering features for transcribed voice and chat message data in the business communications domain. We have several research themes, including developing multi-modal, real-time agentic systems that can listen, reason, and take action during live customer interactions.

We are also developing real-time knowledge retrieval models to power live coaching features for customer support and sales agents. Beyond the technical skills, we are a team that values collaboration, continuous learning, and the application of diverse perspectives to solve complex problems. Collaboration will be key as you work alongside our engineering, design, and product teams to build groundbreaking applications.

If you're passionate about language, AI, and contributing to a team that's changing the face of business communications, you'll find yourself right at home with us. This position reports to the Manager of the NLP team and has the opportunity to be based in our Kitchener, ON, office.

What You’Ll Do

Develop, implement, and refine state-of-the-art Natural Language Processing and Machine Learning algorithms for Dialpad's products. Conduct rigorous evaluation and monitoring of model performances and troubleshoot issues with a keen understanding of the resultant business impacts. Manage massive textual data sets.

Build advanced LLM-based features, including reasoning, multilingual and multimodal processing, and agents. Collaborate with cross-functional teams, including engineering, product, and design, to effectively deploy and scale models and algorithms in production. Submit papers to top-tier academic conferences and journals and contribute to the broader scientific community by reviewing submissions.

Skills you’ll bring Master’s or PhD degree in Linguistics, Computational Linguistics, Computer Science, Machine Learning, or related fields. 2+ years of NLP industry experience for Master’s degree holders or 1+ years for PhD degree holders. Demonstrated experience with machine learning, Python, PyTorch, and other relevant tools and technologies.

A broad understanding of current LLM model architectures and techniques for tuning and optimizing LLMs.