Line of Service AdvisoryIndustry/Sector Not ApplicableSpecialism Data, Analytics & AIManagement Level Senior AssociateJob Description & Summary A career within Data and Analytics services will provide you with the opportunity to help organisations uncover enterprise insights and drive business results using smarter data analytics. We focus on a collection of organisational technology capabilities, including business intelligence, data management, and data assurance that help our clients drive innovation, growth, and change within their organisations in order to keep up with the changing nature of customers and technology. We make impactful decisions by mixing mind and machine to leverage data, understand and navigate risk, and help our clients gain a competitive edge.As part of our Analytics and Insights Consumption team, you’ll analyze data to drive useful insights for clients to address core business issues or to drive strategic outcomes. You'll use visualization, statistical and analytics models, AI/ML techniques, Modelops and other techniques to develop these insights.Years of Experience: Candidates with 4+ years of hands on experienceMust Have:Familiarity with the CCaaS domain, contact center operations, customer experience metrics, and industry-specific challengesUnderstanding of conversational (chats, emails and calls) data to train Conversational AI systemsIn-depth knowledge of CCaaS platforms like NiceCX, Genesys, Cisco etc., including their architecture, functionalities, and integration capabilitiesFamiliarity with contact center metrics, such as average handle time (AHT), first call resolution (FCR), and customer satisfaction (CSAT)Familiarity with sentiment analysis, topic modeling, and text classification techniquesProficiency in data visualization tools like Tableau, Power BI, Quicksight and othersUnderstanding of cloud platforms (e.g., AWS, Azure, Google Cloud) and their services for scalable data storage, processing, and analyticsNLU Verticals Expertise: ASR generation, SSML modeling, Intent Analytics, conversational AI testing, Agent Assist, Proactive Outreach Orchestration, and Generative AIExcellent communication skillsNice to Have:Strong understanding of data science principles, statistical analysis, and machine learning techniques.Proficiency in programming languages such as Python/Pyspark/R/SQLExperience in predictive modelingSkilled in techniques like regression analysis, time series forecasting, clustering and NLP techniquesKnowledge of distributed computing frameworks like Hadoop and Spark for processing large volumes of data.Understanding of NoSQL databases (e.g., MongoDB, Cassandra) for handling unstructured and semi-structured data.Education (if blank, degree and/or field of study not specified) Degrees/Field of Study required:Degrees/Field of Study preferred:Certifications (if blank, certifications not specified)Required SkillsOptional SkillsDesired Languages (If blank, desired languages not specified)Travel Requirements 0%Available for Work Visa Sponsorship? NoGovernment Clearance Required? NoJob Posting End Date
