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.
- Strong problem-solving and analytical abilities, with the capacity to handle complex technical and analytical problems.
- Excellent communication and collaboration skills to effectively work in a multi-disciplinary team.
- Familiarity with version control tools like Git for collaborative projects.
For exceptional talent based in British Columbia, Canada the target base salary range for this position is posted below. Our salary ranges are determined by role, level, and location. The range displayed on each job posting reflects the target range for new hire salaries for the position. Within the range, individual pay is determined by work location and additional factors, including job-related skills, experience, and relevant education or training. Your recruiter can share more about the specific salary range for your preferred location during the hiring process. Please note that the compensation details listed in British Columbia role postings reflect the base salary only, and do not include bonus, equity, or benefits.
Why Join Dialpad
- Work at the center of the AI transformation in business communications
- Build and ship agentic AI products that are redefining how companies operate
- Join a team where AI amplifies every employee’s impact
- Competitive salary, comprehensive benefits, and real opportunities for growth
We believe in investing in our people. Dialpad offers competitive benefits and perks, cutting-edge AI tools, and a robust training program that help you reach your full potential. We have designed our offices to be inclusive, offering a vibrant environment to cultivate collaboration and connection. Our exceptional culture, repeatedly recognized as a Great Place to Work, ensures that every employee feels valued and empowered to contribute to our collective success.
Don’t meet every single requirement? If you’re excited about this role and possess the fundamental traits, drive, and strong ambition we seek, but your experience doesn’t meet every qualification, we encourage you to apply.
Dialpad is an equal-opportunity employer. We are dedicated to creating a community of inclusion and an environment free from discrimination or harassment.
Skills Required
- Master's or PhD in Linguistics, Computational Linguistics, Computer Science, Machine Learning, or related field.
- 2+ years NLP industry experience (Master's) or 1+ years (PhD).
- Experience with machine learning and NLP methods.
- Proficiency in Python.
- Proficiency in PyTorch.
- Broad understanding of LLM architectures and techniques for tuning and optimization.
- Experience managing large textual datasets.
- Familiarity with version control (Git).
- Strong problem-solving, analytical, communication, and collaboration skills.
- Experience building multilingual, multimodal, or agentic LLM features (reasoning, retrieval).
- Research publication experience or ability to submit papers to top-tier conferences.
Dialpad Compensation & Benefits Highlights
The following summarizes recurring compensation and benefits themes identified from responses generated by popular LLMs to common candidate questions about Dialpad and has not been reviewed or approved by Dialpad.
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Fair & Transparent Compensation — Compensation is viewed as competitive across many roles, combining salary, bonuses, equity, and benefits into a well-rounded package. Overall satisfaction with pay and total compensation is characterized as positive.
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Leave & Time Off Breadth — Paid time off is described as generous, with an unlimited PTO policy highlighted as a standout element. This breadth of time off is positioned as a central strength of the benefits package.
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Healthcare Strength — Healthcare coverage is characterized as comprehensive, spanning medical, dental, vision, disability, life insurance, and mental health benefits. Such coverage depth is presented as a core strength of the overall package.
Dialpad Insights
What We Do
Dialpad is a cloud-based business phone system that turns conversations into opportunities and helps global teams make smarter calls--anywhere, anytime. We bring simplicity to the professional phone experience and some of the world’s most innovative companies use our platform. Dialpad's products span video meetings, cloud call centers, sales coaching and dialers and enterprise phone systems--and are all infused with the latest AI technologies to help every business make smarter calls. Customers include WeWork, Uber, Motorola Solutions, Domo and Xero. Investors include Amasia, Andreessen Horowitz, Felicis Ventures, GV, ICONIQ Capital, Salesforce Ventures, Scale Venture Partners, Section 32, Softbank and Work-Bench.
