About the Role
- Develop and optimize machine learning models for call deflection prediction, intelligent routing, and automated quality monitoring.
- Apply NLP techniques to analyze call transcripts and digital interaction logs to classify intent, detect topics, and surface automation opportunities.
- Perform feature engineering on structured and unstructured operational data sources including CRM records, call logs, and interaction metadata.
- Support end-to-end model lifecycle activities including data preparation, model training, evaluation, documentation, and performance monitoring.
- Design and execute A/B tests or champion-challenger evaluations to measure model impact on operational KPIs.
- Collaborate with contact center operations and technology teams to understand workflows and integrate model outputs into existing systems.
- Prepare clear model documentation covering methodology, assumptions, performance metrics, and monitoring plans.
- Moni...
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