Join an innovative Data Science team focused on the Contact Center domain, dedicated to transforming customer interactions through intelligent data utilization. As part of the Marketing Analytics group, we specialize in optimizing contact center operations using machine learning, natural language processing (NLP), generative AI, and advanced analytics. Our mission is to analyze customer conversations, predict user behavior, and enhance self-service capabilities, ultimately reducing call transfers and boosting satisfaction.

We achieve this by developing conversational AI models, real-time recommendation systems, and predictive analytics solutions that deliver significant business value. By integrating AI-driven insights with marketing strategies, we empower proactive customer engagement, personalized experiences, and operational efficiencies across all touchpoints. This role is pivotal in driving strategic initiatives, managing business transformations, and applying industry expertise to craft value-driven solutions.

If you are driven by the prospect of applying data science to resolve real-world customer experience challenges, this is the ideal team for you. We are seeking individuals passionate about making a tangible impact in this exciting field.

As a Data Science Consultant, you will be instrumental in developing and refining Generative AI models to automate responses and elevate customer interactions. You will build and deploy sophisticated ML models for crucial tasks like intent classification, sentiment analysis, and predictive analytics. Applying advanced NLP techniques, including Named Entity Recognition (NER), summarization, and embeddings, using frameworks such as Hugging Face, LangChain, and OpenAI APIs, will be central to your role.

You will optimize conversational AI workflows for real-time decision-making and improved self-service capabilities. A key aspect will involve analyzing extensive customer interaction data to uncover actionable insights. You will work with diverse unstructured data sources, including text, audio, chat, and emails, to construct robust AI/ML pipelines. Collaboration with cross-functional teams, encompassing engineering, product, and marketing, will be essential for seamlessly integrating AI solutions. Furthermore, you will leverage cloud platforms like Azure, AWS, and GCP for scalable AI/ML development and deployment.

To excel in this role, proficiency in Python programming is essential, alongside advanced data manipulation skills using Pandas and NumPy. Experience with SQL or PySpark is required for data handling. A strong foundation in Machine Learning & Deep Learning, utilizing libraries such as Scikit-learn, PyTorch, or TensorFlow, is crucial. Expertise in NLP and NLP frameworks, including NER, summarization, embeddings, Hugging Face, and LangChain, is mandatory.

Candidates must have experience with Generative AI concepts such as LLMs, Transformers, and Diffusion Models. Familiarity with Retrieval-Augmented Generation (RAG) and Prompt Engineering is also required. Proficiency in handling unstructured data (text, chat, emails) is a must. Valuable 'good to have' skills include LLM optimization, experience with cloud-native AI/ML services (Azure ML, AWS Sagemaker, GCP Vertex AI), customer segmentation, behavioral analysis, conversational AI optimization, large-scale data analysis, agentic AI concepts, and handling unstructured audio data.