Overview
On Site
BASED ON EXPERIENCE
Contract - Independent
Contract - W2
Skills
Management
Startups
MSP
Customer Engagement
Data Engineering
Data Collection
Storage
Dashboard
KPI
Customer Satisfaction
Data Science
Scalability
Data Integrity
Privacy
Emerging Technologies
Customer Analysis
Roadmaps
Facilitation
Documentation
Reporting
Customer Experience
Data Management
Customer Service
Interactive Voice Response
Workflow
Data Governance
Quality Assurance
Regulatory Compliance
Machine Learning (ML)
Training
Supervised Learning
Data Analysis
Collaboration
Stakeholder Management
Communication
Attention To Detail
Conflict Resolution
Problem Solving
Cloud Computing
Amazon Web Services
Microsoft Azure
Google Cloud
Google Cloud Platform
Extract
Transform
Load
Analytics
Artificial Intelligence
SANS
Project Management
Honesty
Recruiting
Health Insurance
Mentorship
Job Details
KAYGEN is an emerging leader in providing top talent for technology-based staffing services. We specialize in providing high-volume contingent staffing, direct hire staffing and project-based solutions to companies worldwide ranging from startups to Fortune 500 and Managed Service Providers (MSP) across a wide variety of industries.
Note:-It s a hybrid role & Face to face required for below role
Position: Data Strategy Lead - Contact Center
Location: Johnston, Rhode Island
Duration: 8+ Months Contract
Mandatory Skills
Desired/ Secondary skills
Position: Data Strategy Lead - Contact Center
Location: Johnston, Rhode Island
Duration: 8+ Months Contract
Domain: Data Strategy for Contact Center Transformation
Responsibilities:
- Define and coordinate data requirements across Chatbot, IVR, and Live Agent channels to support contact center operations and customer engagement strategies.
- Collaborate with business stakeholders, data engineering, AI/ML teams, and customer experience leaders to align data collection, storage, and usage plans with strategic priorities.
- Lead initiatives to continuously enhance contact center performance by developing and maintaining comprehensive reporting and analytics dashboards that track KPIs such as average handle time, first call resolution, customer satisfaction, and NPS.
- Identify and specify data needed to deliver personalized customer experiences by leveraging interaction data, user profiles, and behavioral insights across channels
- Work closely with AI and Data Science teams to provide structured, clean, and labeled datasets for training chatbots and other AI models, ensuring model accuracy, fairness, and scalability.
- Establish and enforce data governance, quality, and compliance standards to maintain data integrity and privacy in line with regulatory requirements .
- Stay abreast of emerging technologies and best practices in contact center data strategy, AI training data management, and customer analytics and incorporate these insights into the data roadmap.
- Drive data literacy and collaboration across the contact center organization by facilitating workshops, documentation, and stakeholder communication.
- Measure and report the impact of data strategies on contact center efficiency, customer experience, and AI model performance.
Mandatory Skills
- Proven experience (5+ years) in data strategy, data management, or analytics roles within contact centers or customer service environments.
- Strong understanding of multi-channel contact center operations including Chatbot, IVR, and Agent workflows.
- Expertise in data governance, quality assurance, and compliance frameworks relevant to customer data.
- Familiarity with AI/ML model training processes and the data requirements for supervised learning.
- Proficiency with data analytics tools and platforms and experience working with large datasets.
- Excellent collaboration and stakeholder management skills, capable of translating business needs into technical data requirements
- Strong communication skills with an ability to present complex data strategies and insights to both technical and non-technical audiences.
- Detail-oriented and problem-solving mindset with a passion for leveraging data to drive business improvements.
- Knowledge of relevant regulatory and security standards impacting contact center data is highly desirable.
Desired/ Secondary skills
- Experience in cloud data platforms (AWS, Azure, Google Cloud) and data pipeline tools.
- Prior exposure to personalization engines, customer journey analytics, or AI-powered contact center innovations.
- Background in program or project management in complex, multi-stakeholder environments
At KAYGEN, we are always looking for dynamic, talented and experienced individuals. We invite you to join our team of talented IT professionals, consulting at client locations across the globe. Our culture is team-orientated; we strive to stand by our core values of respect, honesty and integrity. Our team of experienced staffing experts will work with you to find you the best opportunity. For more information, please visit us at
Benefits:
Achieve your Kaizen by clicking here. A unique and exclusive talent community supported by Kaygen, that includes programs like:
Benefits:
- Free Healthcare Insurance
- Vision and Dental Insurance
- 401(k) Retirement Plan
- Free Life Insurance
- Sick Time Off
Achieve your Kaizen by clicking here. A unique and exclusive talent community supported by Kaygen, that includes programs like:
- Certifications
- Mentorship Program
- Referrals
- Family and Wellness benefits
- Continuous Growth and Career Development
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