Data Scientist, Virtual Agents

About the role

For our client, we are seeking a Data Scientist, Virtual Agents to join the team of a leader in the Technical Services space. This role will focus on building AI-driven tools that support customer service operations in real time, with an emphasis on improving the effectiveness, quality, and scalability of agent-facing solutions. The ideal candidate will work at the intersection of machine learning, NLP, and Generative AI to solve complex business problems and enhance customer experiences. This position also partners closely with cross-functional teams and leadership to bring scalable AI features from concept through production. Location: Remote - US based candidates only, no visa sponsorship available.

Responsibilities

• Build proactive, real-time AI tools that assist customer support agents during calls.
• Measure and analyze the effectiveness of AI solutions and recommend improvements.
• Experiment with generative LLMs to develop and enhance applications while balancing cost and performance.
• Design GenAI prompts based on performance metrics and user feedback to ensure quality outputs.
• Use analytical skills to identify and prioritize new opportunities for solving complex business problems with AI.
• Apply machine learning and NLP techniques to improve customer experiences.
• Deliver scalable AI features to production and provide updates to senior executives.

Qualifications

• Master's degree in analytics, computer science, electrical engineering, or a related advanced field.
• 1-2 years of experience in AI/ML modeling; experience with Generative AI products is a plus.
• Strong knowledge of Deep Learning and Machine Learning through academic or practical experience.
• Experience implementing and fine-tuning Generative AI models, especially NLP frameworks such as embeddings and Transformers.
• Familiarity with cloud computing and AI deployment technologies such as AWS and Google Cloud.
• Knowledge of statistics and optimization concepts gained through education or work experience.
• Proficiency in Python programming through academic or work experience.

Benefits

• Supportive work environment fostering mentorship and learning.
• Opportunities for collaboration with cross-functional teams.
• Focus on innovation, allowing room for creativity and experimentation.
• Emphasis on diverse thought and inclusion within team dynamics.

Pay

$110,000 – $130,000 annually