Data Scientist | Digital Customer Experience | Senior

about the company

Our client is a major global player in the Telecommunications Industry. They are currently undergoing an enterprise-wide data-driven transformation , focused on embedding advanced intelligence into all core business layers. This strategic shift fosters a highly agile, innovation-centric workplace that prioritizes growth and human potential.

about the job

Join the advanced analytics business unit as a Senior Data Scientist. Architect and implement transformative AI solutions, specifically focused on Conversation Intelligence. You will be instrumental in analyzing large volumes of unstructured data (e.g., transcripts, interaction logs, and behavioral signals) to drive major strategies in customer understanding, operational optimization, and new revenue generation.

• Spearhead end-to-end AI initiatives. Collaborate with Customer Experience and Revenue teams to define business problems, translate them into technical solutions, and design scalable LLM/RAG pipelines.
• Develop and apply LLM-based models and Retrieval-Augmented Generation (RAG) for deep insights. Enforce best practices for evaluation, prompt governance, observability, scalability, and continuous monitoring of model performance across customer interactions.
• Analyze service and sales interactions to pinpoint customer friction, behavioral patterns, and root causes of operational issues. Develop analytical frameworks to identify drivers of customer attrition, dissatisfaction, and failed conversions.
• Enable deep data exploration of structured and unstructured data to support hypothesis testing. Design and conduct rigorous data-driven experiments (e.g., conversational A/B testing) to validate findings and guide improvements in customer interaction strategies.

skills and experience required

• Bachelor's or Postgraduate degree in a quantitative field (e.g., Computer Science, Statistics, Mathematics),
• Minimum of 3 years of relevant professional experience.
• Proven experience developing AI/ML solutions using unstructured data, Large Language Models (LLMs), Natural Language Processing (NLP), or conversation analytics
• Hands-on experience with fine-tuning, evaluating, and deploying LLMs (e.g., GPT, LLAMA), prompt engineering, RAG architecture, prompt governance, and model observability.
• NLP & Text Mining: Proficiency with intent classification, topic modeling, summarization, sentiment analysis, and embeddings-based retrieval techniques.
• Statistical Modelling: Strong skills in supervised/unsupervised learning, experimentation design (A/B testing), clustering, and causal inference.

To apply online please use the 'apply' function, alternatively you may contact Evangeline.

(EA: 94C3609/ R24124002 )

Desired Skills and Experience

Data Science

Large Language Model (LLM)

Retrieval-Augmented-Generation (RAG)

Natural Language Processing (NLP)