Senior Data Scientist (Call/Contact Center intelligence and analytics)

Role: Senior Data Scientist (Call/Contact Center intelligence and analytics)

Location: Remote

Duration 6-month contract to hire

Seeking a total of 3 roles across 2 initiatives related to Call/Contact Center intelligence and analytics. Overall team size they will be joining is 5 Data Scientists, 8 Data Engineers, 3 Product folks.

Contact Center Data Scientist:

• His team receives call transcripts, large amounts of document/text data from their contact center team and builds models on top of transcripts using LLMs and other transformer models to extract insights - was it resolved, what are they asking about, what types of benefits or medications did they ask about.
• They are expanding upon their existing solution to include more lines of business, reach across more product lines across Aetna, and expanding upon their existing 6 models to build 3-4 net new types of models to extract new insights.
• Core of the roles is information extraction from raw text-based data using different types of LLMs, transformer models, and NLP techniques.
• Role is responsible for model builds, model training, data collection, stakeholder interaction. Typical lifecycle of starting from raw data and finished product iteratively.
• A separate team handles Data Engineering, and another handles productionizing the models.
• Stakeholder communication involves understanding and synthesizing stakeholder requirements, being able to explain the models, what they do, in plain language to demonstrate ROI and value-add to them.
• Needs independent people, has little ramp up time for them.
• Core skills needed: LLMs, transformer models, NLP (data science side - model build, fine tuning, training); working with text-based data, strong communication skills.
• Nice to have: Google Cloud Platform (they are using Gemini foundation models, but similar experience in AWS/Azure is okay).

Senior Data Scientist Call Center Innovation Lab

We are seeking a highly curious, executionfocused Senior Data Scientist to play a critical role in advancing the Call Center Innovation Lab (CCIL). This contract role is ideal for someone passionate about applying AI, advanced analytics, and Contact Intelligence to improve digital selfserviceability, customer experience, and call center efficiency at scale.

In this role, you will partner closely with Call Center Operations, Digital, and Analytics stakeholders to analyze call center interactions and digital capabilities, identify highimpact selfservice and experience opportunities, and build a scalable analytical framework that can be extended across business units.

Your work will directly influence enterprise digital selfserviceability measurement, prioritization of digital investments, and contact deflection strategies.

Key Responsibilities

• Lead endtoend analytical execution for CCIL initiatives, including opportunity identification, metric definition, framework design, analysis, and insight generation.
• Analyze call center interaction data (e.g., call topics, transcripts, summaries) to identify member service drivers, efficiency gaps, and digital selfservice opportunities.
• Develop and operationalize a standardized digital selfserviceability framework that is scalable, maintainable, and adaptable as digital capabilities evolve.
• Partner closely with Digital SMEs to assess which member needs and call drivers are addressable through existing or planned digital features.
• Apply NLP, LLMs, and GenAI techniques to extract insights from unstructured data such as call transcripts.
• Design and evaluate pilots, experiments, or quasiexperiments to quantify impact and inform datadriven decisions.
• Translate complex analytical findings into clear, actionable insights and narratives for both technical and senior business stakeholders.
• Support the transition of analytical outputs into dashboards, scorecards, or reusable data assets, in collaboration with data engineering and platform partners.

Required Qualifications

• 3+ years of experience in data science or advanced analytics, with demonstrated experience delivering endtoend analytical or modeling solutions.
• Strong handson experience with SQL and Python for data analysis and modeling.
• Handson experience applying LLMs, NLP, or GenAI techniques to text or conversational data (e.g., call transcripts, chat logs).
• Experience designing and evaluating experiments, pilots, or A/B tests, and translating results into business recommendations.
• Experience building analytical assets intended for ongoing use (e.g., frameworks, scorecards, dashboards), including iteration and refinement.
• Strong communication skills, with the ability to clearly explain insights, tradeoffs, and recommendations to both technical and nontechnical audiences.
• Demonstrated ability to work crossfunctionally and navigate ambiguity in fastmoving environments.
• Experience with version control (e.g., Git) and familiarity with modern data workflows or orchestration tools.

Preferred Qualifications

• Experience working with call center, virtual assistant, or contact center data (voice, transcripts, chat, IVR, routing, agent interactions).
• Familiarity with Vertex AI and Google Cloud Platform, or equivalent enterprise AI platforms
• Experience analyzing digital, customer interaction, or callcenter data.
• Ability to communicate technical tradeoffs and business impact to senior stakeholders.

Education

• Bachelor s degree in computer science, Engineering, Analytics, Statistics, or a related quantitative field.
• Master s degree preferred.