Data Scientist / AI Engineer
Core
Analyze contact center and Voice of Customer data to identify agent performance gaps and customer pain points, then build AI-powered tools and dashboards to drive operational improvements and coaching recommendations.
Role type
Senior IC Data Scientist / AI Engineer
Builds
Internal AI tools, dashboards, and automation workflows for contact center operations
Domain
Contact Center Operations / Customer Experience / AI Engineering
Required skills
Python, SQL, data analysis, dashboard development, machine learning, AI APIs, LLMs, prompt engineering, internal tool prototyping
Preferred skills
Contact center domain knowledge, KPI analysis (AHT, SLA, CSAT), cloud platforms, MLOps, workflow automation, forecasting
Technologies
Python, SQL, BigQuery, Looker, FastAPI, Flask, REST APIs, JavaScript, LLMs, GPT APIs, NLP, GCP, AWS, Git, Docker
Responsibilities
Analyze contact center and VoC data to identify trends and KPIs; Build and automate dashboards and analytics workflows; Develop AI and automation solutions to improve agent productivity and customer experience; Build internal tools and prototypes using Python and APIs; Analyze call transcripts and QA data to identify process gaps; Partner with stakeholders to define requirements and drive adoption; Prepare executive presentations and business cases.
Seniority
Senior, hands-on IC
