Join our innovative Data Science team specializing in the Contact Center domain, where we transform customer interactions through data-driven intelligence. As part of the Marketing Analytics team, our focus is on optimizing contact center operations by leveraging machine learning, natural language processing (NLP), and advanced analytics.

Our work involves analyzing customer conversations, predicting user behavior, and enhancing self-service capabilities to reduce call transfers and improve satisfaction. We build conversational AI models, real-time recommendation systems, and predictive analytics solutions that drive meaningful business impact. By integrating AI-driven insights with marketing strategies, we enable proactive customer engagement, personalized experiences, and operational efficiencies across various touchpoints.

If you are passionate about applying data science to solve real-world customer experience challenges, this is the team for you!

As a key member of our Data Science team, you will leverage Generative AI and Machine Learning to enhance customer experiences and optimize contact center operations. Your responsibilities will include developing and fine-tuning Generative AI models to improve customer interactions, automate responses, and enhance self-service capabilities.

You will also build and deploy ML models for various use cases, including intent classification, sentiment analysis, and predictive analytics. Perform customer segmentation and behavioral analysis to identify patterns, personalize recommendations, and drive targeted engagement strategies. Optimize conversational AI workflows by improving intent recognition, response generation, and real-time decision-making.

Analyze large-scale customer interaction data to extract actionable insights and refine business strategies. Collaborate with cross-functional teams, including engineering, product, and marketing, to integrate AI-driven solutions into existing platforms. This role offers the opportunity to work on cutting-edge AI and data science techniques, driving real-world impact in the contact center space.

This role requires strong expertise in Machine Learning, Deep Learning, Gen AI, NLP, Python, R, AI, and SQL. Experience with Graph Neural Networks (GNNs) for complex relational data modeling is beneficial. Expertise in LLM Optimization, including fine-tuning, prompt engineering, and efficient deployment of Large Language Models, is highly valued.

A proven track record of scientific publications or intellectual property generation demonstrating expertise in AI and data science is a plus. This position involves stakeholder engagement, client communication, and business development. You will be responsible for translating complex AI/ML insights into actionable business strategies and presenting them to senior leadership and clients.

Collaborate with cross-functional teams, understand client pain points, and drive data-driven solutions. Lead client presentations, proposal development, and business growth initiatives, ensuring seamless execution of AI/ML projects while identifying new opportunities for innovation and expansion. Strong interpersonal and negotiation skills are crucial for driving successful partnerships and long-term business impact.