Data Scientist

Data Scientist – AI Enabled Call Center Efficiency and CEX

Location- Hybrid, Jersey City, NJ
Salary- $70- $115k plus bonus
For more information on benefits and what we offer please visit us at https://www.exlservice.com/us-careers-and-benefits
The posted range is the hiring range for this role — a subset of the broader range available to employees over time — and reflects base salary across our national hiring scale. Final offers are based on several factors, including the candidate's skills and experience, internal pay equity, work location, market conditions for the role, and the specific scope and responsibilities of the position. The top of the range is reserved for candidates who notably exceed the requirements; the lower end applies to those with less experience or fewer preferred qualifications. For positions based in higher-cost zones (e.g., California, New York, New Jersey), actual compensation may exceed the posted range; your recruiter will share specifics during the process.

We are seeking a Data Scientist to join the AI Enabled Call Center Efficiency and CEX team.

In this role, you will design, develop, and deploy NLP and LLM-powered models that extract meaning, intent, outcomes, and sentiment from call, chat, and other digital interactions. You will help translate complex data into actionable insights, ensuring AI-driven solutions are not only built, but adopted and impactful.
Our team partners closely with Service Operations and Customer Experience stakeholders to drive improvements across the call center. As a Data Scientist, you will contribute to a mission to simplify the customer journey, reduce avoidable call volume, and improve call center efficiency by turning unstructured customer interactions into structured, actionable intelligence.

Required Qualifications

• 3+ years of experience in data science, applied NLP, or machine learning
• Production experience building LLM-based solutions in cloud environments
• Hands-on experience with prompt engineering and fine-tuning transformer-based models
• Experience with NLP, text classification, text embeddings, and clustering
• Ability to design and build evaluation frameworks to measure model quality, including detecting hallucinations and assessing LLM output reliability
• Experience working with limited or noisy labeled data
• Strong error analysis and systematic debugging skills to diagnose and improve model performance
• Ability to produce clean handoffs to data engineering, including documentation, artifacts, and monitoring recommendations
• Proficiency in Python and SQL

Preferred Qualifications

• Healthcare or contact center domain experience
• Experience with Google Cloud Platform (GCP)
• Experience with conversational AI frameworks (e.g., LangChain, RAG, dialog systems)
• Familiarity with version control and software engineering best practices