Data Science (CCaaS) - Senior Manager

• A career within Data and Analytics services will provide you with the opportunity to help organisations uncover enterprise insights and drive business results using smarter data analytics
• We focus on a collection of organisational technology capabilities, including business intelligence, data management, and data assurance that help our clients drive innovation, growth, and change within their organisations in order to keep up with the changing nature of customers and technology
• We make impactful decisions by mixing mind and machine to leverage data, understand and navigate risk, and help our clients gain a competitive edge
• As part of our Analytics and Insights Consumption team, you'll analyze data to drive useful insights for clients to address core business issues or to drive strategic outcomes
• you'll use visualization, statistical and analytics models, AI/ML techniques, Modelops and other techniques to develop these insights

Years of Experience: Candidates with 12+ years of hands on experience

Must Have technical skills :

Familiarity with the CCaaS domain, contact center operations, customer experience metrics, and industry-specific challenges

Understanding of conversational (chats, emails and calls) data to train Conversational AI systems

In-depth knowledge of CCaaS platforms like NiceCX , Genesys, Cisco etc, including their architecture, functionalities, and integration capabilities

Familiarity with contact center metrics, such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT)

Familiarity with sentiment analysis, topic modeling, and text classification techniques

Proficiency in data visualization tools like Tableau, Power BI, Quicksight and others

Understanding of cloud platforms (eg, AWS, Azure, Google Cloud) and their services for scalable data storage, processing, and analytics

NLU Verticals Expertise: ASR generation, SSML modeling, Intent Analytics, conversational AI testing, Agent Assist, Proactive Outreach Orchestration, and Generative AI

Apply advanced statistical and machine learning techniques to analyze large datasets and develop predictive models and algorithms, enhancing contact center performance.

Expertise in data management governance practices including data quality, and data privacy regulations.

Strong business understanding and ability to translate data insights into actionable recommendations for improving contact center operations, customer experience, and overall business performance.

Excellent communication skills, leadership abilities, and a strategic mindset to effectively manage teams and drive data-driven decision-making within the organization.

Nice to Have technical skills :

Proficiency in programming languages such as Python/ Pyspark /R/SQL

Strong understanding of data science principles, statistical analysis, and machine learning techniques.

Experience in predictive modeling

Skilled in techniques like regression analysis, time series forecasting, clustering and NLP techniques

Knowledge of distributed computing frameworks like Hadoop and Spark for processing large volumes of data.

Understanding of NoSQL databases (eg, MongoDB, Cassandra) for handling unstructured and semi-structured data.

Awareness of data security best practices, encryption techniques, and compliance regulations (eg, GDPR , CCPA). Understanding of ethical considerations in data science and responsible AI practices.