Job Title: Data Scientist - W2 ONLY Location: Miami, FL (Onsite) Duration: 12 Months Role Overview We are looking for a Data Scientist to join a Customer Service team to drive process improvements and enhance customer experiences. The ideal candidate will leverage machine learning, NLP, and statistical analysis to extract actionable insights from data and support data-driven strategies for service optimization. Key Responsibilities • Data Analysis & Insights: • Analyze large datasets (call logs, chat transcripts, survey data, etc.) to identify trends, pain points, and optimization opportunities. • Predictive & Prescriptive Modeling: • Develop predictive models for next-best-action recommendations, service outages, and high-risk accounts. • Build recommendation engines to improve issue resolution and personalization. • Process Optimization & Automation: • Implement AI-driven solutions like chatbots and automated routing to enhance workflows. • Partner with IT and operations teams to deploy data-driven solutions. • Customer Segmentation & Personalization: • Segment customers using clustering techniques based on behavior and preferences. • Support retention and engagement strategies using data-driven insights. • Natural Language Processing (NLP): • Apply sentiment analysis and topic modeling on customer feedback to improve service quality. • Develop enhancements for chatbot and virtual assistant capabilities. • Collaboration & Reporting: • Present findings and recommendations to both technical and non-technical stakeholders. • Assist in the implementation of data-driven changes to improve service processes. Qualifications & Skills • Education: Master’s or PhD in Data Science, Computer Science, Statistics, or a related field. • Experience: • 3+ years in data science, preferably in customer service or a similar domain. • Proficiency in Python/R, SQL, and data visualization tools (e.g. Tableau, Power BI). • Experience with machine learning (scikit-learn, TensorFlow, PyTorch) and NLP techniques. • Familiarity with cloud platforms (e.g. AWS) and big data tools (e.g. Spark, Hadoop) is a plus. • Soft Skills: • Excellent analytical and problem-solving capabilities. • Strong communication skills with the ability to translate data findings into actionable business strategies. • Proven team player who can collaborate across diverse teams.