Data Scientist - Contact Center

At Xaqt, we are on a mission to build transformative machine learning-powered products at the intersection of artificial intelligence and customer experience. Our Multiexperience-AI platform uses machine learning across both voice and digital engagement channels to augment and automate human work, radically increasing productivity and improving the efficiency and effectiveness of customer experience teams.

As an Xaqt data scientist, you partner with our AI and Platform engineers to design and build the data backbone, dashboards, strategic insights, visualizations and algorithms that drive better decisions across our company and our end customers.

This role is WFH which allows most work to be performed at home or on occasion at an Xaqt office location.

Responsibilities

• Create meaningful interpretation of data through use of tools, industry experience and logic to enable data-driven decision making.
• Architect and drive to execution analytical products that provide repeatable insights for business stakeholders.
• Identify and drive delivery of changes in data structures and metrics where needed to further support enhanced analytics.
• Develop analysis on customer experience and service quality data to improve and optimize contact center performance for our customers.
• Create predictive data modeling that provides proactive awareness of expected KPI impacts and dashboards that provide performance insights and service quality across the organization.
• Serve as subject matter expert on all sources of customer and call center agent interaction data.
• Work closely with our Data Engineers in the ingestion process of customer and agent level data from internal and external sources. This encompasses the full data onboarding journey from hygiene through transforming, aggregating and augmenting the data for the end user usage.
• Lead the evaluation process of new data sources. Perform data exploration and analysis to determine coverage of new data, to evaluate correlation to key business metrics, to determine the importance of various variables and provide recommendations on whether the data source provides incremental value.
• Assist in engagements with key business stakeholders in discussions on business strategies and opportunities.
• Drive technical innovation through active research and application of new theories, techniques, and technologies.

Minimum Qualifications

• Contact center knowledge: You are an expert at using data science methods to optimize contact centers

• Familiarity with industry leading data science and analytics tools
• Strong knowledge of databases and related languages/tools such as Postgres
• Ability to work with raw data (including big data), knowledge of preprocessing procedures and ability to prepare data for modeling; experience in feature engineering
• Experience in Natural Language Processing (NLP)
• Experience in time-series forecasting preferred
• Expert in Python and core libraries used by data scientists (Numpy, Scipy, Pandas, Scikit-learn, Matplotlib/Seaborn, etc.)
• Experience working with large and/or noisy data sets

Additional Details

• Must have legal right to work in the U.S.
• We provide a wide-selection of health and welfare benefits including medical, dental, vision, life insurance, and supplemental income plans. We also offer a 401(k) Plan.
• Location: May work from anywhere in the US, but will need to be actively available during core meeting hours from 9:00AM - 5:00PM central time to collaborate with team members across all time zones.
• Some travel may be required