Sr Applied AI​/ML Engineer - Customer Experience Platform

About Gusto

Gusto is a modern, online people platform that helps small businesses take care of their teams. On top of full-service payroll, Gusto offers health insurance, 401(k) s, expert HR, and team management tools. Today, Gusto offices in Denver, San Francisco, and New York serve more than 400,000 businesses nationwide.

Our mission is to create a world where work empowers a better life, and it starts right here ’re committed to building a collaborative and inclusive workplace, both physically and virtually. Learn more about our Total Rewards philosophy.

Gusto’s Data team leverages Gusto’s rich dataset to guide product direction and decision-making by building the right AI/ML solutions  this role, we are looking for a technical leader (an individual contributor) to drive the scale and optimization of our customer experience and customer journey via building AI and ML enabled experiences and services. You will build and optimize AI/ML solutions and infrastructure that power our customer journey related products.

You’ll work with a strong AI/ML team and seasoned leaders in Engineering, Product, Design, Data Science, Marketing, and Sales. In this role, you’ll work cross-functionally to build Platforms that span the entire breadth of the unified service platform stack using machine learning and AI to personalize world class content for our customers and enhance customer experience.

• Design and develop scalable, production-grade AI and machine learning models for complex business problems.
• Lead and mentor teams of ML scientists and engineers, fostering a culture of technical excellence and innovation.
• Collaborate cross-functionally with product, engineering, and business stakeholders to identify AI opportunities and translate them into actionable solutions.
• Stay current with latest AI research; prototype and implement new algorithms and advancements from academia and industry.
• Oversee model validation, deployment, and lifecycle management, ensuring robust monitoring, explainability, and performance.
• Guide technical strategy, roadmap, and architectural decisions for the ML/AI function.
• Communicate findings, roadmaps, and performance results clearly to executives and non-technical partners.

• 8+ years’ hands-on experience building and deploying end-to-end ML/AI systems in industry or academia.
• Deep expertise in advanced ML methods (supervised, unsupervised, reinforcement learning, deep learning, NLP, etc.).
• Proven track record of delivering large, impactful ML projects into production environments.
• Proficient in modern ML frameworks (Tensor Flow, PyTorch, etc.) and cloud computing platforms (AWS, GCP, or Azure).
• Strong programming skills in Python and familiarity with best engineering practices (CI/CD, testing, code review).
• Demonstrated leadership in cross-disciplinary teams and ability to mentor scientists and engineers.
• Excellent communication skills and business acumen.
• Ph.D. or Master’s degree in Computer Science, Machine Learning, Statistics, Mathematics, or a related field is a plus.

Our cash compensation amount for this role is targeted at $200k-245k in Denver, and $240k-290k for San Francisco, New York, and Seattle and 220k-270k CAD for Toronto. Final offer amounts are determined by multiple factors including candidate experience and expertise and may vary from the amounts listed above.

Gusto has physical office spaces in Denver, San Francisco, and New York City. Employees who are based in those locations will be expected to work from the office on designated days approximately 2-3 days per week (or more depending on role). The same office expectations apply to all Symmetry roles, Gusto s subsidiary, whose physical office is in Scottsdale.

Note:

The San Francisco office expectations encompass both the San Francisco and San Jose metro areas. When approved to work from a location other than a Gusto office, a secure, reliable, and consistent internet connection is required.

Gusto is proud to be an equal opportunity employer. We do not discriminate in hiring or any employment decision…