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Data Scientist – Contact Center Analytics (IVR)

Tech3pillars Technologies

NULL, RI

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JOB DETAILS
SKILLS
A/B Testing, Amazon Web Services (AWS), Analysis Skills, Avaya Software, Call Centers, Call Routing, Cloud Computing, Computer Science, Cross-Functional, Customer Experience, Customer Relations, Customer Satisfaction, Customer/Client Research, Data Modeling, Data Processing, Data Quality, Data Science, Data Visualization, Database Extract Transform and Load (ETL), Forecasting, GCP (Good Clinical Practices), Genesys Solutions, Machine Learning, Market Segmentation, Metrics, Microsoft Windows Azure, Natural Language Processing (NLP), Performance Metrics, Power BI, Predictive Modeling, Python Programming/Scripting Language, Reporting Dashboards, SQL (Structured Query Language), Statistics, Structured Data, Tableau, Unstructured Data, Voice Applications, Voice Response Systems
LOCATION
NULL, RI
POSTED
4 days ago

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

About the Company

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Tech3pillars Technologies

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