Data Scientist, Contact Center AI Specialist
4 weeks ago
Contact Center AI Data Scientist Role
The Contact Center AI team at Home Depot is responsible for developing and executing a comprehensive self-service roadmap that utilizes AI to enhance and modernize customer interactions across chat, SMS, and IVR channels.
This role applies industry-leading analytical methodologies for working with large datasets to extract meaningful business insight and creatively solve business problems.
The Data Scientist will apply advanced analytics methods and algorithms for identifying trends and providing business solutions.
This role is expected to present insights and recommendations to non-technical audiences and explain the benefits and impacts of the recommended solutions.
Key Responsibilities:
- Design and develop algorithms and models to use against large datasets to create business insights
- Participate in large data analytics project teams by serving as a technical lead for analytics projects
- Lead small projects and work independently on solution development
- Execute tasks with high levels of efficiency and quality
- Make appropriate selection, utilization, and interpretation of advanced analytical methodologies
Requirements:
- Masters or PhD in a quantitative field (Computer Science, Math, Statistics, etc.)
- Working knowledge of Microsoft Excel and Power Point
- Proficient in a modern scripting language (preferably Python)
- Proficient running queries against data (preferably with Google BigQuery or SQL)
- Experience with Google DialogFlow CX
- Experience with text classification, sentiment analysis, entity recognition, and language modeling to analyze and understand customer interactions
- Hands-on experience with building and fine-tuning generative models like GPT, BERT, and LSTM for crafting natural, context-aware conversational responses
- Experience in using reinforcement learning techniques to optimize dialogue strategies and enhance customer engagement over time
Working Conditions:
Located in a comfortable indoor area. Any unpleasant conditions would be infrequent and not objectionable.
Equal Opportunity Employer:
Home Depot is an Equal Opportunity Employer and does not discriminate against any employee or applicant for employment because of race, color, sex, age, national origin, religion, sexual orientation, gender identity, status as a veteran, and basis of disability or any other federal, state or local protected class.
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