Data Scientist

Data Scientist – AI Enabled Call Center Efficiency and CEXWe 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 SQLPreferred 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 practicesRequired SkillsArtificial Intelligence/machine LearningAttention To ConsistencyCloud PlatformsData ScienceInternal CommunicationsInterpersonal Relationship BuildingLeadership CapabilitiesPython Programming LanguageSQL Programming LanguageShell ScriptingWorking under Pressure