Note: The job is a remote job and is open to candidates in USA. TEKFORTUNE INC is a fast-growing consulting firm specializing in staffing services for leading organizations. They are seeking a highly curious and execution-focused Senior Data Scientist to advance their Call Center Innovation Lab by applying AI and advanced analytics to enhance customer experience and operational efficiency.
Responsibilities
- Lead end‐to‐end analytical execution for CCIL initiatives, including opportunity identification, metric definition, framework design, analysis, and insight generation
- Analyze call center interaction data (e.g., call topics, transcripts, summaries) to identify member service drivers, efficiency gaps, and digital self‐service opportunities
- Develop and operationalize a standardized digital self‐serviceability framework that is scalable, maintainable, and adaptable as digital capabilities evolve
- Partner closely with Digital SMEs to assess which member needs and call drivers are addressable through existing or planned digital features
- Apply NLP, LLMs, and GenAI techniques to extract insights from unstructured data such as call transcripts
- Design and evaluate pilots, experiments, or quasi‐experiments to quantify impact and inform data‐driven decisions
- Translate complex analytical findings into clear, actionable insights and narratives for both technical and senior business stakeholders
- Support the transition of analytical outputs into dashboards, scorecards, or reusable data assets, in collaboration with data engineering and platform partners
Skills
- 3+ years of experience in data science or advanced analytics, with demonstrated experience delivering end‐to‐end analytical or modeling solutions
- Strong hands‐on experience with SQL and Python for data analysis and modeling
- Hands‐on experience applying LLMs, NLP, or GenAI techniques to text or conversational data (e.g., call transcripts, chat logs)
- Experience designing and evaluating experiments, pilots, or A/B tests, and translating results into business recommendations
- Experience building analytical assets intended for ongoing use (e.g., frameworks, scorecards, dashboards), including iteration and refinement
- Strong communication skills, with the ability to clearly explain insights, trade‐offs, and recommendations to both technical and non‐technical audiences
- Demonstrated ability to work cross‐functionally and navigate ambiguity in fast‐moving environments
- Experience with version control (e.g., Git) and familiarity with modern data workflows or orchestration tools
- Bachelor's degree in computer science, Engineering, Analytics, Statistics, or a related quantitative field
- Experience working with call center, virtual assistant, or contact center data (voice, transcripts, chat, IVR, routing, agent interactions)
- Familiarity with Vertex AI and Google Cloud Platform, or equivalent enterprise AI platforms
- Experience analyzing digital, customer interaction, or call-center data
- Ability to communicate technical tradeoffs and business impact to senior stakeholders
Company Overview
Company H1B Sponsorship