Data Science Analyst - AI and Contact Center Analytics

S&C Global Network - AI - Song - CCAI- Analyst

Job Title - S&C GN - Data Science Analyst

Location: Bengaluru, Gurugram, Mumbai, Kolkata, Pune, Chennai, Hyderabad

Experience & Educational Qualification:

· PhD with 1+ years of relevant experience, OR.

· Master’s degree with 2+ years of experience, OR

· Bachelor’s degree with 3+ years of experience.

Must have skills: Machine Learning/Deep Learning, Gen AI, NLP, Python, R, AI, SQL, Unstructured Data Handling (text, audio, emails, chat, others)

Good to have skills:

· Experience in Graph Neural Networks (GNNs) for complex relational data modelling.

· Expertise in LLM Optimization, including fine-tuning, prompt engineering, and efficient deployment of Large Language Models.

· A track record of scientific publications or intellectual property generation demonstrating expertise in AI and data science.

· Exposure to Agentic AI approaches (tool use, planning/memory, multi-agent orchestration, autonomous workflows).

We are an innovative Data Science team specializing in the Contact Center domain, dedicated to transforming customer interactions through data-driven intelligence. As part of the Marketing Analytics team, we focus on optimizing contact center operations by leveraging machine learning, natural language processing (NLP), generative ai, and advanced analytics.

Our work involves analyzing customer conversations, predicting user behavior, and enhancing self-service capabilities to reduce call transfers and improve satisfaction. We build conversational AI models, real-time recommendation systems, and predictive analytics solutions that drive meaningful business impact. By integrating AI-driven insights with marketing strategies, we enable proactive customer engagement, personalized experiences, and operational efficiencies across various touchpoints.

If you're passionate about applying data science to solve real-world customer experience challenges, this is the team for you!