Algorithm Engineer - TikTok E-Commerce (Conversational AI)

Responsibilities

About the team: The future of e-commerce customer service is intelligent, efficient, and AI-driven. Our team is dedicated to replacing traditional human-agent customer service with an advanced AI-powered conversational system that provides instant, intelligent, and seamless support for TikTok's global e-commerce platform. By leveraging Large Language Models (LLMs) and NLP, we are building an AI customer service system that can understand user queries, resolve disputes, guide transactions, and enhance the overall shopping experience without the need for human intervention. Our cutting-edge AI is designed to handle complex customer interactions, including answering product inquiries, resolving order issues, processing refunds, and assisting sellers with operational tasks. Through LLM post-training, we ensure that our AI assistant is continuously learning and improving, providing more accurate, context-aware, and human-like interactions. By joining us, you will be at the forefront of transforming customer service in e-commerce, helping build an AI system that understands, adapts, and provides intelligent solutions—all while reducing costs and improving efficiency for merchants and the platform.

What You Will Do

• Develop AI-Powered Customer Service Systems: Design and implement an AI-driven conversational customer service agent that can handle e-commerce inquiries, complaints, refunds, dispute resolutions, and logistical issues, replacing traditional human customer service agents.
• LLM Post-Training & Data-Efficient Learning: Apply state-of-the-art LLM post-training techniques, such as instruction tuning, reinforcement learning from human feedback (RLHF), and continual learning, to optimize AI customer service responses with minimal labeled data.
• Benchmark and Training Data Construction: Identify challenging customer service interactions, such as policy clarifications, dispute handling, and multi-turn complaint resolution, and construct specialized datasets to enhance AI training.
• Develop Multilingual Customer Support: Build AI models capable of handling customer service interactions across multiple languages and cultural contexts, ensuring accurate translation and appropriate responses for a diverse global audience.
• Optimize Model Efficiency & Deployment: Work on model compression, quantization, and efficient inference techniques to ensure the AI customer service assistant can run at scale with low latency and high reliability.

Qualifications

• Minimum Qualifications: Bachelor's and above with majors in computer science, computer engineering, statistics, applied mathematics, data science, or other related disciplines. At least 3 years of work experience in the related field. LLM Development & Post-Training Expertise: Experience in fine-tuning, distillation, or reinforcement learning of large language models for conversational AI applications. Multilingual AI Development: Proficiency in multilingual NLP, machine translation, and cross-lingual dialogue modeling.
• Preferred Qualifications: Understanding of e-commerce policies, dispute resolution workflows, and merchant-buyer interactions to enhance AI service design. Strong grasp of AI agents, retrieval augmented generation, mixture of experts, sparse attention, reinforcement learning, inference time scaling for improving AI dialogue quality. Experience in distributed model training, low-latency inference, and edge AI for large-scale customer service applications.

Job Information

About TikTok

TikTok is the leading destination for short-form mobile video. At TikTok, our mission is to inspire creativity and bring joy. TikTok's global headquarters are in Los Angeles and Singapore, and we also have offices in New York City, London, Dublin, Paris, Berlin, Dubai, Jakarta, Seoul, and Tokyo.

Why Join Us

Inspiring creativity is at the core of TikTok's mission. Our innovative product is built to help people authentically express themselves, discover and connect – and our global, diverse teams make that possible. Together, we create value for our communities, inspire creativity and bring joy - a mission we work towards every day. We strive to do great things with great people. We lead with curiosity, humility, and a desire to make impact in a rapidly growing tech company. Every challenge is an opportunity to learn and innovate as one team. We're resilient and embrace challenges as they come. By constantly iterating and fostering an 'Always Day 1' mindset, we achieve meaningful breakthroughs for ourselves, our company, and our users. When we create and grow together, the possibilities are limitless. Join us.

Diversity & Inclusion

TikTok is committed to creating an inclusive space where employees are valued for their skills, experiences, and unique perspectives. Our platform connects people from across the globe and so does our workplace. At TikTok, our mission is to inspire creativity and bring joy. To achieve that goal, we are committed to celebrating our diverse voices and to creating an environment that reflects the many communities we reach. We are passionate about this and hope you are too.