Data Scientist

Data Scientist – AI Enabled Call Center Efficiency and CEX

We are seeking a Data Scientist to join the AI Enabled Call Center Efficiency and CEX team.

In this role, you will design, develop, and deploy NLP and LLM-powered models that extract meaning, intent, outcomes, and sentiment from call, chat, and other digital interactions. You will help translate complex data into actionable insights, ensuring AI-driven solutions are not only built, but adopted and impactful.
Our team partners closely with Service Operations and Customer Experience stakeholders to drive improvements across the call center. As a Data Scientist, you will contribute to a mission to simplify the customer journey, reduce avoidable call volume, and improve call center efficiency by turning unstructured customer interactions into structured, actionable intelligence.

Required Qualifications

•  3+ years of experience in data science, applied NLP, or machine learning
• Production experience building LLM-based solutions in cloud environments
• Hands-on experience with prompt engineering and fine-tuning transformer-based models
• Experience with NLP, text classification, text embeddings, and clustering
• Ability to design and build evaluation frameworks to measure model quality, including detecting hallucinations and assessing LLM output reliability
• Experience working with limited or noisy labeled data
• Strong error analysis and systematic debugging skills to diagnose and improve model performance
• Ability to produce clean handoffs to data engineering, including documentation, artifacts, and monitoring recommendations
• Proficiency in Python and SQL

Preferred Qualifications

• Healthcare or contact center domain experience
• Experience with Google Cloud Platform (GCP)
• Experience with conversational AI frameworks (e.g., LangChain, RAG, dialog systems)
• Familiarity with version control and software engineering best practices