Data Scientist

RESPONSIBILITIES:
Kforce has a client that is seeking a Data Scientist in Coral Gables, FL.

Summary:
We are seeking a skilled data scientist to join our customer service team. In this role, you will leverage data analytics, machine learning, and statistical modeling to enhance customer service operations, improve customer satisfaction, and optimize service delivery. You will work closely with cross-functional teams to extract insights from customer interactions, predict service trends, and develop data-driven solutions that drive efficiency and customer engagement.

Key Responsibilities:
Data Analysis & Insights:
* Analyze large datasets from customer service interactions (call logs, chat transcripts, surveys, billing data, etc.) to identify trends and pain points

Predictive & Prescriptive Modeling:
* Build machine learning models to predict customer next best action, service outages, and high-risk accounts
* Develop recommendation systems to personalize customer interactions and improve issue resolution

Process Optimization:
* Use AI and automation to improve customer service workflows (e.g., chatbots, routing optimization)
* Collaborate with IT and operations teams to integrate data-driven solutions into customer service platforms

Customer Segmentation & Personalization:
* Apply clustering techniques to segment customers based on behavior, preferences, and service needs
* Design targeted retention and engagement strategies using data insights

Natural Language Processing (NLP):
* Analyze customer feedback (emails, surveys, call transcripts) using sentiment analysis and topic modeling to improve service quality
* Enhance chatbot and virtual assistant capabilities using NLP techniques

Stakeholder Collaboration:
* Present findings to leadership and business teams in a clear, actionable manner
* Work with customer service managers to implement data-backed improvements

REQUIREMENTS:
* Masters of PhD degree in Data Science, Computer Science, Statistics, or a related field
* 3+ years in data science, preferably in customer service, utilities, or a related industry
* Proficiency in Python/R, SQL, and data visualization tools (Tableau, Power BI)
* Experience with machine learning (scikit-learn, TensorFlow, PyTorch) and NLP
* Familiarity with cloud platforms (preferable AWS) and big data tools (Spark, Hadoop) is a plus
* Strong problem-solving and analytical thinking
* Ability to translate technical findings into business recommendations
* Excellent communication and teamwork skills

The pay range is the lowest to highest compensation we reasonably in good faith believe we would pay at posting for this role. We may ultimately pay more or less than this range. Employee pay is based on factors like relevant education, qualifications, certifications, experience, skills, seniority, location, performance, union contract and business needs. This range may be modified in the future.

We offer comprehensive benefits including medical/dental/vision insurance, HSA, FSA, 401(k), and life, disability & ADD insurance to eligible employees. Salaried personnel receive paid time off. Hourly employees are not eligible for paid time off unless required by law. Hourly employees on a Service Contract Act project are eligible for paid sick leave.

Note: Pay is not considered compensation until it is earned, vested and determinable. The amount and availability of any compensation remains in Kforce's sole discretion unless and until paid and may be modified in its discretion consistent with the law.

This job is not eligible for bonuses, incentives or commissions.

Kforce is an Equal Opportunity/Affirmative Action Employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, pregnancy, sexual orientation, gender identity, national origin, age, protected veteran status, or disability status.

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