Senior machine learning engineer

The Opportunity

We are seeking a motivated Senior Machine Learning Engineer to join our Global Advanced Customer Analytics team at Manulife/John Hancock. As part of our Customer Experience (CX), Contact Center, Digital & Personalization initiatives, you will be responsible for developing and implementing robust analytical solutions to identify actionable insights using multi-signal datasets enabling us to enhance our products and services to meet business needs effectively as per roadmap.

Responsibilities

• Develop feature engineering components to source and acquire structured and unstructured data to support modeling efforts. Strong emphasis on data modeling techniques during feature engineering and system design.
• Collaborate with Data Engineers and IT Domain Experts to understand source data and formulate hypotheses and insights prior to model design, using multi-signal data sources.
• Develop and deploy machine learning models to solve business problems using a variety of algorithms and techniques like LLM, Generative AI & RAG; using Azure and Databricks platforms.
• Work closely with partners to gather requirements and implement solutions that meet their needs.
• Embrace best practices and processes related to MLOps and coding standard methodologies for the broader data science and engineering teams.
• Experience in optimizing model accuracy and runtime performance using techniques such as model compression and parallelization.
• Mentor and provide guidance to junior team members, fostering a culture of continuous learning and improvement.
• Stay up to date with industry trends and advancements in Machine Learning, Generative AI, Prompt engineering, Cloud, and related technologies.

What motivates you?

• You obsess about customers, listen, engage and act for their benefit.
• You think big, with curiosity to discover ways to use your agile approach and enable business outcomes.
• You thrive in teams and enjoy getting things done together.
• You take ownership and build solutions, focusing on what matters.
• You do what is right, work with integrity and speak up.
• You share your humanity, helping us build a diverse and inclusive work environment for everyone.

What we are looking for

• An advanced degree in Machine learning, Data Science, Computer Science, Engineering, or Statistics.
• Minimum of 5 years of experience solving high-impact business problems using Machine learning & Data science.
• Proven experience as a Data/ML Engineer, with a strong focus on machine learning, generative AI, prompt engineering, and RAG applications.
• Hands-on experience with Azure tech stack, including Azure cognitive search, Langchain, Vector stores. Experience in Azure OpenAI and open-source models like Llama is a bonus.
• Strong partner management, ability to translate sophisticated technical topics into business language, presentation skills, and an ability to balance a sense of urgency with shipping high-quality and pragmatic solutions.
• Strong software development skills with proficiency in Python and advanced working SQL knowledge, preferably using the Azure stack and experience with Azure ML, Databricks, Azure Data Factory.
• Experience in productionizing code through the DevOps pipeline (git, Jenkins pipeline, code scan).
• Solid understanding of machine learning algorithms, statistical modeling, and data analysis techniques.

When you join our team:

• We’ll empower you to learn and grow the career you want.
• We’ll recognize and support you in a flexible environment where well-being and inclusion are more than just words.
• As part of our global team, we’ll support you in shaping the future you want to see.