Job Title: Data Scientist – AI Enabled Call Center Efficiency and Customer Experience (CEX)
Location: Hartford
Duration: Full-Time
Job Description
We are seeking a Data Scientist to join the AI Enabled Call Center Efficiency and Customer Experience (CEX) team. In this role, you will design, develop, and deploy NLP and LLM-powered models to extract meaning, intent, outcomes, and sentiment from customer interactions across calls, chats, and other digital channels. You will transform complex data into actionable insights and help build AI-driven solutions that improve customer experience and call center efficiency.
Required Skills
- 7+ years of experience in Data Science, Applied NLP, or Machine Learning
- Hands-on experience building LLM-based solutions in cloud environments
- Experience with Prompt Engineering and fine-tuning Transformer models
- Strong knowledge of NLP, Text Classification, Text Embeddings, and Clustering
- Experience designing evaluation frameworks for LLMs, including hallucination detection and output reliability
- Experience working with limited or noisy labeled datasets
- Strong debugging, error analysis, and model performance optimization skills
- Ability to document solutions and provide clean handoffs to Data Engineering teams
- Proficiency in Python and SQL
Preferred Skills
- Healthcare or Contact Center domain experience
- Experience with Google Cloud Platform (GCP)
- Experience with LangChain, RAG, or Conversational AI frameworks
- Familiarity with version control and software engineering best practices
Pay: $110,000.00 - $120,000.00 per year
Benefits:
Work Location: Hybrid remote in Hartford, CT 06144
