Job Description We are on the lookout for a Staff Engineer (Python, ML) to join the AI Autopilot team in Logistics on our journey to always deliver amazing experiences. In our Logistics Team, you’ll tackle high-impact challenges that make last-mile delivery efficient, affordable, and sustainable. Your work will directly improve experiences for riders, end customers, merchants and support agents across the globe. Each enhancement you contribute will help Delivery Hero optimize delivery operations, supporting expansion into new areas like grocery and retail. We are committed to automate the daily work of support agents, providing customers a great support experience while making sure our human agents can focus on the harder problems. Our internal Agent Copilot guides our human agents with step-by-step instructions based on standard procedures and leverages LLMs to automatically interpret relevant customer details shared during chats.Your job is to take this to the next level: Virtual Agents. These new tools and services are essential to automating 85% of customer service flows, enabling full conversation and issue resolution through advanced AI—driving millions in cost savings. Work on our hardest problems, building a high quality, architecturally sound artificial support agent with human-like traits. Assist tribe/domain leads to set the technical vision and strategy. Be a leader and a model, setting high standards for engineering excellence, performance, scalability and security by example and mentorship Design and develop the architecture for features that improve the quality of automated chats, covering various problem spaces such as natural language understanding, conversational flow & engagement or handling errors & uncertainty in human language. Help our squads to implement and maintain scalable and reliable backend systems, integrating with major third-party AI solutions or self-hosted solutions. Shape processes and solutions to continuously monitor and optimize system performance. We live devops. Stay up-to-date with the latest industry trends and technologies in the field of AI and NLP. Design and guide the implementation of cutting-edge solutions that will transform the customer support industry. Raise the collective level of expertise within the team focusing on best practices, design patterns, and system design Provide the best value for our stakeholders and customers by maintaining alignment with our product vision.