Data Scientist

What you'll do

• Design and measure controlled experiments to optimize automated customer interaction systems across voice and chat channels.
• Apply NLP techniques to analyze conversation data and extract insights on sentiment, quality, and resolution effectiveness.
• Build analytical frameworks to compare cost efficiency and experience quality across different service delivery models.
• Use statistical and machine learning techniques to identify contact drivers and repeat behavior patterns.
• Develop scalable analytical pipelines and production-grade tools for ongoing monitoring of performance metrics.
• Create self-service tools, including automated dashboards and curated datasets, for business stakeholders.
• Translate complex data findings into actionable recommendations for senior leadership regarding automation and deployment strategies.

What we're looking for

• Bachelor's degree in computer science, mathematics, finance, statistics, econometrics, or another quantitative field.
• 8+ years of experience in business analytics, web analytics, e-commerce, and customer analytics.
• 8+ years of professional experience in data science, machine learning, or advanced analytics.
• Hands-on experience with text analytics, NLP, and sentiment analysis using conversation or transcript data at scale.
• Experience defining performance metrics and KPIs for new programs, systems, or technologies.
• Experience designing and analyzing A/B tests or quasi-experimental methods like causal inference and propensity matching.
• Strong programming skills in Python and SQL with proficiency in data visualization tools like Tableau.
• Strong communication skills to translate complex analytical findings into recommendations for technical and non-technical audiences.