Data Scientist with Contact center exp mandatory

Role Summary

Key Responsibilities

• Design and execute evaluation frameworks for LLM, RAG, and multi-turn conversational AI systems.
• Develop metrics to assess customer intent recognition, conversation quality, guardrail effectiveness, and business outcomes.
• Analyze voice-agent interactions and identify areas of failure, drift, and performance degradation.
• Perform prompt tuning and experimentation to improve model accuracy and reliability.
• Conduct root-cause analysis of conversational failures and recommend remediation strategies.
• Measure performance across different model configurations, prompts, and guardrail implementations.
• Partner with AI Engineering and Product teams to validate solutions before production deployment.
• Build dashboards and reports that communicate model effectiveness and operational impact.
• Support fraud-related customer service use cases, including intent detection and multi-turn conversation flows.

Required Qualifications

• Strong background in Data Science, Machine Learning, Generative AI, or a related quantitative field.
• Hands-on experience evaluating LLM, RAG, Agentic AI, or Conversational AI solutions.
• Deep understanding of model evaluation techniques and metrics, including:
• Precision@K
• Recall@K
• Mean Reciprocal Rank (MRR)
• F1 Score
• Retrieval and generation quality assessment
• Experience performing experimentation, statistical analysis, and performance benchmarking.
• Strong Python programming skills.
• Experience with machine learning libraries and frameworks such as Scikit-learn, XGBoost, Pandas, NumPy, and related tools.
• Ability to communicate technical findings succinctly to highly technical stakeholders.

Preferred Qualifications

• Experience with:
• Generative AI and LLM ecosystems
• Multi-agent systems
• RAG/Agentic RAG architectures
• Amazon Bedrock
• AWS SageMaker
• Databricks
• MLflow
• LangSmith
• Weights & Biases
• Knowledge of conversational AI, IVR systems, digital assistants, and voice agents.
• Experience in financial services, fraud detection, or customer service automation.

Success Criteria

• Develop reliable evaluation methodologies for conversational AI systems.
• Quantify the effectiveness of fraud self-service voice agents.
• Optimize prompts, retrieval strategies, and guardrails using empirical evidence.
• Deliver actionable insights that improve customer experience and model performance.
• Establish measurable KPIs for intent detection and multi-turn conversation success.