DatamanUSA is looking for a Data Scientist for our direct client based in HI. This is a great opportunity for someone who is a quick learner with excellent people skills.
Job Details:
Job Title: Data Scientist
Location: Honolulu, HI
Duration: 12 months
Key Responsibilities:
*) Analyze Google CES CCaaS / CCAIP interaction data in BigQuery to optimize call routing, channel strategy, and service outcomes using historical patterns, time-of-day trends, and customer profiles.
*) Analyze unstructured voice and text data from calls, chats, emails, and case notes to determine sentiment, identify pain points, and uncover service drivers.
*) Develop predictive models for call volume, queue pressure, churn risk, and intent classification to improve staffing and proactive service strategies.
*) Evaluate Time To Resolution (TTR), escalation trends, and process bottlenecks using linked BigQuery datasets and operational measures surfaced through Looker.
*) Enhance AI tools, virtual assistants, and knowledge recommendations by using analytics from interaction outcomes and customer behavior.
*) Apply GA4 and cross-channel behavioral data where relevant to understand customer journey transitions between digital self-service and assisted support.
*) Present findings, experiments, and recommendations through analytical narratives, dashboards, and executive-ready reporting.
Key Qualifications:
*) High proficiency in Python and/or R, with expertise in SQL and BigQuery.
*) Knowledge of predictive modeling and statistical analysis, including NLP for call transcripts, chat transcripts, and case notes.
*) Ability to present findings and build shareable reports using Looker, Tableau, Power BI, or similar business intelligence tools.
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