Design, develop, and deploy NLP and LLM-powered models to extract meaning, intent, outcomes, and sentiment from customer interactions. Partner with Service Operations and Customer Experience stakeholders to improve call center efficiency and reduce avoidable call volume. Build evaluation frameworks, handle noisy labeled data, and ensure clean handoffs to data engineering.
Key Highlights
Key Responsibilities
Technical Skills Required
Benefits & Perks
Nice to Have
Job Description
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
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• 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
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• 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
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• 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
📌 Full‑Time only (no C2C/W2) | ✈️ Visa Sponsorship Available | Salary Range (100k-110k Base + Bonus + Benefits)
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