Careem - Staff Software Engineer I
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Requirements
• Must-haves: • Bachelor’s or Master’s in Computer Science, Data Science, Statistics, or a related technical field • 6+ years of experience working with machine learning program management, analytics in any form- ideally in tech, e-commerce, or service excellence organizations. • Solid Python skills, especially with libraries like pandas, NumPy, and scikit-learn • A strong grasp of ML fundamentals like classification, regression, cross-validation, and evaluation metrics • Familiarity with at least one ML framework such as TensorFlow, PyTorch, or XGBoost • Advanced analytical capability: proficiency in SQL, Excel, Power BI / Tableau, or other BI tools. • Proven track record of translating data insights into business strategy and measurable impact. • Advanced analytical capability: proficiency in SQL, Excel, Power BI / Tableau, or other BI tools - ability to translate complex data into simple narratives. • Familiarity with CRM and Care platforms (Zendesk, Salesforce, or equivalent) and workflow automation tools. • Nice-to-haves: • Exposure to deep learning techniques in call center • Experience working with large datasets using Spark, Hive, and cloud tools • Familiarity with model deployment and monitoring workflows (Airflow, MLflow, etc.) • Interest in solving real operational challenges for customers, captains and partners • A GitHub profile or project portfolio that shows what you’ve built. • What you’ll get • What you’ll get • A chance to work on AI problems, data-analytics at regional scale that improve lives and drive real business outcomes • A smart, motivated team that values learning and practical impact • Flexibility to work remotely, with strong support for collaboration and ownership • A front-row seat to how AI is transforming mobility, delivery, and digital services in emerging markets • What we’ll provide you • We offer colleagues the opportunity to drive impact in the region while they learn and grow. As a full time Careem colleague, you will be able to: • Work and learn from great minds by joining a community of inspiring colleagues. • Put your passion to work in a purposeful organisation dedicated to creating impact in a region with a lot of untapped potential. • Explore new opportunities to learn and grow every day. • Work 4 days a week in office & 1 day from home, and remotely from any country in the world for 30 days a year with unlimited vacation days per year. (If you are in an individual contributor role in tech, you will have 2 office days a week and 3 to work from home.) • Access to healthcare benefits and fitness reimbursements for health activities including gym, health club, and training classes.
Responsibilities
• Program manage the end-to-end automation program roadmap for Careem Care: including but not limited to self-service flows, AI-driven triage, proactive notifications, and escalation automation • Partner with business and care leads across verticals (Food, Quik, Pay, etc.) to analyze contact drivers, disposition trends, and pain points to identify automation and process improvement opportunities. • Collaborate with Care and org-wide Engineering, Product, verticals, data science, and Operations to program manage and support roll out AI-enabled solutions that enhance care efficiency and quality of delivery • Drive change management to ensure successful adoption of automation tools across Careem’s regional care teams. • Support building care strategy across verticals , closely liaising with functional teams • Lead cross-functional projects, managing dependencies, timelines, and risks while maintaining strong stakeholder communication. • Localize and roll out solutions tailored and compliant to each market (UAE, Jordan, KSA) • Explore and pilot emerging AI/ML technologies (e.g., NLP, conversational AI, RPA) to enhance Careem’s automation capabilities. • Build clear documentation of systems, workflows, and success metrics to support scalability and transparency. • Work with real-world data and translate it into features, signals, and insights • Improve the way we serve and monitor machine learning models • Contribute to a strong team culture of learning, iteration, and accountability • Track performance metrics (contact rate, deflection rate, NPS/CSAT, automation accuracy, FCR) and provide insights and recommendations for continuous improvement • Translate insights into data-backed actions in coordination with the respective teams • Champion a “Care-First Automation” culture — leveraging technology to elevate the customer experience, not just reduce costs.
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