Data Scientist - Contact center


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Posted 2 weeks ago

Role SummaryThe Data Scientist and ML Engineer will play a major role in building statistical analysis tools for automation of processes and tasks carried out during implementation and support of Uniphore products. The Data Scientist and ML Engineer will work closely with UI Developers to build the internal tools Proficiency in Python, statistical analysis and familiarity with NLP/ML libraries is compulsory.Proficiency in full stack application development is desirable.
Objectives·         To build and maintain data science tools as internal applications to be used by Service Delivery team members·         To perform statistical analysis for improvement of accuracy in NLP use cases Key Results·         Robust and accurate predictive analytics using NLP/ML·         Optimized computation time and error-free code design·         Data interaction and web-based presentation (Python and JS)
Responsibilities ·         Work with stakeholders to determine how to use available voice and customer metadata for generating insights related to business problems·         Create custom data models and algorithms·         Use predictive models to improve productivity of delivery team members through automation of performed analysis activities·         Coordinate with various technical/functional team members to implement models and monitor results·         Develop processes, techniques, and tools to analyze and monitor model performance while ensuring data accuracy·         Work closely with UI Developers to build statistical analysis tools Your QualificationApprox. 5-7 years of experience in data science roles, with exposure to NLP and ML algorithmsExperience in solving business problems related to contact centers is desirableKnowledge of Ontology is an asset Analytical mind and business acumen • Strong mathematics skills (e.g. statistics, algebra, probability) • Experience in cloud services e.g. PaaS and SaaS, Rest API, serverless functions • Understanding of Compute Engines, VM, Containers is nice to have • Python - TensorFlow, NumPy, SciPy, Pandas, Matplotlib• Databases such as SQL, MySQL, MongoDB• Data visualization using tools such as Tableau, Power BI etc.• Application development process and best practices• Web development using Python Flask framework• frameworks and languages including NLTK, Spacy, Stanford NLP, BERT, TFIDF, Wordnet • Knowledge of Topic Modelling, Sentiment analysis, Summarization, Semantic analysis, Entity identification, OCR and Word Embedding Vectors and other machine learning / deep learning capabilities using unstructured text datasets. • Experience with implementation/deployment of NLP pipeline • Understanding and experience with leading supervised and unsupervised machine learning methods such as Regression, Neural Networks, Deep Learning, KNN, Naive Bayes, SVM, Decision Trees, Random Forest, Gradient Boosting, Ensemble methods, text mining, • Must have strong development experience in Python and NLP, ML packages• Data storytelling: Communicate actionable insights using data, often for a non-technical audience• Behavioral Competencies: o Self-managed – should be able to collaborate and drive towards outcome with minimal supervisiono Be Innovative and demonstrate to peers and implement in creation of code libraries, reusable codes, and model-based developments o Demonstrate excellent communication skills and able to guide, influence and convince others in a matrix organization.
Uniphore is a global Conversational AI technology company with offices in the U.S., India and Singapore. Uniphore believes the future of customer service is every voice being truly heard. The Company’s vision is to bridge the gap between people and machines through voice. Uniphore enables businesses globally to deliver transformational customer service by providing a platform of Conversational Analytics, Conversational Assistant and Conversational Security that changes the way enterprises engage their consumers, build loyalty and realize efficiencies.
Uniphore is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, religion, sex, sexual orientation, disability, veteran status, and other protected characteristics. For more information on how Uniphore delivers business value using Conversational Service Automation, please visit
Job tags: AI Conversational AI Deep Learning Machine Learning ML MongoDB MySQL NLP NLTK NumPy Pandas Power BI Python Rest API SciPy Security Semantic Analysis spaCy SQL Tableau TensorFlow