Role and Key Responsibilities:   

• As a Data Scientist within  offshore analytics team, you will support Australian clients by delivering data-driven insights and models that improve call centre performance, customer experience, and commercial outcomes. You will be part of a growing AI and Analytics practice supporting leading Australian brands, working on meaningful, complex problems across customer experience and operational performance.
• Develop and maintain predictive and diagnostic models that drive operational and customer experience improvements across BPO and call centre environments
• Conduct optimisation analytics to improve workforce, cost, and service performance
• Deliver customer analytics and Customer Experience (CX) intelligence that surface actionable insights from customer feedback and interactions 
• Support growth analytics initiatives including customer retention, churn, and revenue opportunity identification 
• Translate complex analytical outputs into clear, concise findings for client stakeholders 
• Collaborate with team leads and client-facing consultants to define analytical requirements and deliver solution

Key skills & knowledge:

5–7 years of experience in a data science or advanced analytics role, preferably within a BPO, call centre, or customer experience environment

Proficiency in R (preferred) or Python, and SQL

Solid understanding of predictive modelling, diagnostic analytics, and statistical techniques

Exposure to optimisation and growth analytics methodologies

Strong communication skills with the ability to present findings clearly to non-technical stakeholders

Experience with NLP and text analytics

Familiarity with Amazon Connect Customer Profiles and Contact Lens, or Genesys Cloud CX

Exposure to MLOps practices within AWS environments

NEED IMMEDIATE JOINER

Educational Qualification : Graduate