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Mid-level Data Scientist role in metro with broad ML/NLP requirements increases candidate competition.
Role favors BPO/call-centre domain experience and CX analytics, reducing cross-industry transferability.
Explicit 5–7 years and mandatory ML/NLP plus R/Python and SQL requirements enforce strict filtering.
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Develop and maintain predictive and diagnostic models to improve BPO and call centre operational and customer experience performance.
Conduct optimisation analytics for workforce, cost, and service performance enhancement.
Deliver customer analytics and CX intelligence, supporting initiatives like customer retention, churn, and revenue opportunity identification.
5–7 years experience in data science or advanced analytics, preferably in BPO, call centre, or customer experience domains.
Proficiency in R (preferred) or Python, and SQL.
Graduate degree required.
Experience with NLP, text analytics, and familiarity with Amazon Connect Customer Profiles, Contact Lens, or Genesys Cloud CX.
Experienced in customer experience and call centre data analytics with exposure to optimisation and growth analytics methodologies.
Able to translate complex analytical results into clear presentations for non-technical stakeholders.
Familiarity with MLOps practices within AWS environment, indicating capability to work with scalable production models.