Customer Service NLP Analytics Machine Learning Engineer

• If the application for this position prompts you to respond to a question with number of years, e.g., your number of years of relevant work experience, please enter ‘30’ if your answer is 30 years or more. Please be aware that we are acting as a recruitment partner for one of our clients in this search. • • • No 3rd party agencies or staffing firms, please. Direct applicants only. • Customer Service NLP Analytics Machine Learning Engineer Key Responsibilities • Analyze call center transcripts using NLP (Natural Language Processing) to: • Detect customer sentiment and intent • Identify churn risk and complaints • Find upsell/cross-sell opportunities • Create customer segments and propensity models • Support A/B testing and campaign optimization • Work with data like usage, billing, CRM, and call logs • Deploy and monitor ML models in production Develop models for: • Churn prediction • Next Best Offer / personalization • Campaign targeting and uplift Required Skills • Strong Python (Pandas, Scikit-learn, or PyTorch/TensorFlow) • Experience with machine learning and NLP • SQL and data handling skills • Experience with customer/marketing data • Ability to work with unstructured data (text/transcripts) Good to Have: • Telecom or subscription business experience • Experience with recommendation systems or uplift modeling • Familiarity with speech/call center analytics