RCC Data Scientist
Core
Define performance measurement frameworks for end-to-end customer interaction systems (voice/chat) and build analytical solutions to optimize operational performance, revenue, and customer experience.
Role type
Senior IC data scientist (business operations analytics)
Builds
Production-grade analytical pipelines, models, and self-service dashboards for contact center performance monitoring
Domain
Retail customer care / Contact center operations / Customer experience analytics
Deliverable
production ML models
Required skills
Statistical modeling, NLP, text analytics, experimental design (A/B testing, causal inference), Python, SQL, data visualization
Preferred skills
LLMs and Generative AI, cloud data platforms (Snowflake, AWS), contact center domain expertise
Technologies
Python, SQL, Tableau, Snowflake, AWS
Responsibilities
Design controlled experiments to evaluate customer interaction systems; Apply NLP to analyze conversation data for sentiment and quality insights; Build analytical frameworks to compare outcomes across service models; Partner with stakeholders to translate findings into strategic recommendations; Develop scalable analytical pipelines and self-service tools for business stakeholders
Seniority
Senior, hands-on IC
