Data Scientist, Customer Contact AI

Quick Facts

• Role: Data Scientist focused on customer contact AI

Description

You will analyze massive customer datasets for a cloud-based contact center, categorizing customer behaviors, identifying outliers, and systematically detecting anomalies that affect model performance. You will translate business problems into data science problems, trace model decisions from raw data through complex models to business metrics, and optionally apply machine learning explainability. The team is early-stage, so you will have significant impact on deliverables.

Responsibilities

• Categorize customer idiosyncrasies (e.g., summarize how different customer segments use the product)

• Detect and clean up outliers to protect downstream model outputs

• Investigate discrepancies in customer issues to determine whether model behavior or differing customer formulas drive outcomes

• Assess data gaps and derive new features from existing data; estimate the value of adding new data streams

• Work with product, data scientists, and SDEs to discuss customer deep dives, model performance, and engineering deliverables (e.g., automation of data ingestion)

Requirements

• 2+ years of data scientist experience

• 3+ years of data querying languages (e.g., SQL) and scripting languages (e.g., Python), or statistical/mathematical software (e.g., R, SAS, Matlab)

• 3+ years of experience using machine learning/statistical modeling analysis tools and techniques, including understanding parameters that affect performance

• Experience applying theoretical models in an applied environment

Benefits

• Flexible work hours and arrangements

• Mentorship and knowledge-sharing resources

• Comprehensive health insurance and additional support benefits (EAP, mental health support)

• 401(k) matching

• Paid time off and parental leave