Data Scientist - Agentic AI; Customer Care

Job Description

We are seeking a Senior Data Scientist to drive innovation in Customer Care through the design, development, and deployment of Agentic AI–powered analytics solutions. In this role, you will apply advanced analytics, decision science, and generative AI to build intelligent products that improve customer experiences and operational outcomes  will partner closely with Call Center Operations and Customer Experience stakeholders to translate complex data into actionable insights, reduce avoidable call volume, improve call center efficiency, and simplify the customer journey.

This role contributes to an ambitious mission to attract, retain, and enable high‑performing Customer Service Representatives by ensuring AI‑driven solutions are not only built, but adopted, trusted, and impactful.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations, and ordinances.

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• 3+ years of experience in advanced analytics, decision science, or applied AI/ML
• Strong programming skills in Python and SQL, with experience deploying analytics or AI solutions in cloud environments (GCP, AWS, or Azure)
• Hands‑on experience with large language models (LLMs), generative AI, or conversational AI frameworks (e.g., Lang Chain, RAG)
• Experience with statistical analysis and experimental design
• Strong communication and storytelling skills, with the ability to influence decisions through data
• Familiarity with version control (Git) and software engineering best practices
• Experience building or operationalizing agentic AI systems for conversational analytics, autonomous insights, or decision support
• Familiarity with Vertex AI and Google Cloud Platform, or comparable enterprise AI platforms
• Experience analyzing digital, customer interaction, or call center data
• Strong business acumen with a product‑oriented mindset
• Demonstrated ability to work independently while collaborating effectively in cross‑functional teams