Senior Manager

We are seeking a Senior Modeler with deep expertise in AI/ML applications for operational efficiency. You will lead the design and delivery of intelligent solutions targeting call deflection, intelligent routing, agent assist, and automated quality monitoring. Your work will directly impact member experience, operational cost reduction, and handle time optimization across contact center operations.

• Lead development of AI/ML solutions for call deflection, intelligent routing, agent assist tools, and automated quality monitoring systems.
• Architect end-to-end model pipelines from data ingestion and feature engineering through model training, validation, deployment, and monitoring.
• Design NLP and conversational analytics models to analyze call transcripts, classify intent, and identify automation and deflection opportunities.
• Apply reinforcement learning, optimization algorithms, or rule-based frameworks to improve routing logic and agent workflow efficiency.
• Define KPIs and performance monitoring frameworks to track model impact on handle time, first-call resolution, and member satisfaction.
• Embed model explainability and governance practices into all model development and approval processes.
• Collaborate with contact center operations, technology, and workforce management teams to align solutions with operational realities.
• Lead model validation activities including independent review, stress testing, and ongoing performance evaluation.
• Mentor junior team members and contribute to the development of technical standards and best practices for operational AI/ML.
• Communicate findings and recommendations clearly to operational leadership and non-technical stakeholders.

• 6–7+ years of experience in data science, machine learning, or quantitative analytics with direct exposure to contact center, operations, or workforce analytics.
• Demonstrated expertise in NLP, text classification, intent detection, or speech analytics applied to operational use cases.
• Strong proficiency in Python; experience with NLP libraries (spaCy, Hugging Face Transformers, NLTK) and ML frameworks (scikit-learn, TensorFlow, PyTorch).
• Experience with call center metrics, queueing theory, workforce management principles, or operational optimization.
• Familiarity with contact center platforms (e.g., Genesys, Avaya, Amazon Connect) and CTI/CRM data structures is a plus.
• Experience with model lifecycle management including governance, monitoring, re-validation, and documentation.
• Knowledge of reinforcement learning, multi-armed bandit approaches, or optimization techniques preferred.
• Strong communication skills with the ability to translate technical findings into operational recommendations.
• Advanced degree (Master's or PhD) in Computer Science, Statistics, Operations Research, or a related quantitative field preferred.