Job Title : Data Science AI Leader Contact Center Automation

Experience : 12- 15 Years

Location : As per business requirement

Role Overview :

We are looking for a seasoned Head of Data Science to lead AI-driven transformation of call center and customer support operations. The role will focus on building scalable AI solutions such as conversational AI, speech analytics, intelligent automation, and predictive insights to enhance customer experience, reduce costs, and improve agent productivity.

Key Responsibilities :

- Define and drive the AI & Data Science strategy for contact center automation and CX transformation.

- Lead development of Conversational AI solutions including chatbots, voice bots, IVR automation, and agent-assist systems.

- Own speech-to-text, text analytics, sentiment analysis, intent classification, and call quality analytics initiatives.

- Partner with CX, Operations, Product, and Engineering teams to automate workflows such as call routing, AHT reduction, CSAT improvement, and churn prediction.

- Build and scale a high-performing team of data scientists, NLP engineers, and ML engineers.

- Oversee model deployment, MLOps, monitoring, and continuous improvement in production environments.

- Drive adoption of GenAI / LLM-based solutions for summarization, QA automation, and agent coaching.

- Ensure data governance, privacy, security, and responsible AI compliance, especially for voice and customer data.

- Track and communicate business impact KPIs (cost savings, CSAT, FCR, AHT, automation rate).

Required Skills & Qualifications :

- 12- 15 years of experience in Data Science, AI/ML, with 5+ years in senior leadership roles.

- Strong expertise in NLP, Speech Analytics, Conversational AI, and Generative AI (LLMs).

- Hands-on experience with call center platforms (e.g., Genesys, Avaya, NICE, Five9, Amazon Connect, Twilio).

- Proficiency in Python, SQL, and ML frameworks such as TensorFlow, PyTorch, Scikit-learn.

- Experience deploying AI models on cloud platforms (AWS, Azure, GCP) with MLOps practices.

- Strong understanding of CX metrics: AHT, CSAT, NPS, FCR, containment rate.

- Ability to translate business problems into scalable AI-driven solutions.

Preferred Qualifications :

- Experience in BPO, Contact Center, FinTech, Telecom, E-commerce, or SaaS environments.

- Exposure to real-time AI, voice biometrics, fraud detection, or compliance automation.

- Experience managing large distributed teams and vendor partnerships.