Data Scientist - Contact Center Analytics (IVR) Job at Tech3pillars Technologies, Rhode Island

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  • Tech3pillars Technologies
  • Rhode Island

Job Description

Job Title: Data Scientist Contact Center Analytics (IVR)

Location: Johnston, RI

Employment Type: Contract Long-term

Job Summary

We are seeking a highly skilled Data Scientist with strong experience in contact center analytics and IVR (Interactive Voice Response) systems . The ideal candidate will leverage data-driven insights to optimize customer interactions, improve call routing efficiency, and enhance overall customer experience across voice and digital channels.

Key Responsibilities

  • Analyze large-scale contact center data including call logs, IVR interactions, and customer journey data
  • Design, develop, and optimize IVR call flows and configurations
  • Build and deploy machine learning models to improve call routing, forecasting, and customer segmentation
  • Perform speech and text analytics to extract insights from customer interactions
  • Develop dashboards and reports to track KPIs such as call resolution, wait times, and customer satisfaction
  • Collaborate with cross-functional teams including operations, engineering, and business stakeholders
  • Work with structured and unstructured data using Python, SQL, and data processing frameworks
  • Ensure data quality, integrity, and proper data configuration/ETL processes

Required Qualifications

  • Bachelor's or Master's degree in Data Science, Computer Science, Statistics, or related field
  • 5+ years of experience in Data Science or Advanced Analytics
  • Hands-on experience with contact center platforms and analytics
  • Strong knowledge of IVR systems and call flow design
  • Proficiency in Python (Pandas, NumPy, Scikit-learn) and SQL
  • Experience in data modeling, statistical analysis, and machine learning
  • Strong understanding of customer experience metrics and contact center KPIs

Preferred Qualifications

  • Experience with platforms like Genesys, NICE, Amazon Connect, or Avaya
  • Knowledge of NLP / Speech Analytics tools
  • Experience with cloud platforms (AWS, GCP, or Azure)
  • Familiarity with real-time data processing and streaming tools
  • Experience in A/B testing and experimentation frameworks

Key Skills

  • Contact Center Analytics
  • IVR Configuration & Optimization
  • Machine Learning & Predictive Modeling
  • Speech & Text Analytics
  • Python, SQL
  • Data Visualization (Tableau, Power BI)
  • Customer Journey Analytics

Job Tags

Contract work

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