S&C Global Network - AI - Song Gen AI -CE- Analyst

Job Title - S&C GN - Data Science Consultant

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

Experience & Educational Qualification:

• PhD with 2+ years of relevant experience, OR.
• Master's degree with 3+ years of experience, OR
• Bachelor's degree with 4+ years of experience.
  
  

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!

Key Responsibilities

As a Data Science Consultant, you will:

• Develop and fine-tune Generative AI models to automate responses and improve customer interactions.
• Build and deploy ML models for intent classification, sentiment analysis, and predictive analytics.
• Apply NLP techniques (NER, summarization, embeddings) using frameworks like Hugging Face, LangChain, and OpenAI APIs.
• Optimize conversational AI workflows for real-time decision-making and enhanced self-service.
• Analyze large-scale customer interaction data to extract actionable insights.
• Work with unstructured data (text, audio, chat, emails) to build robust AI/ML pipelines.
• Collaborate with cross-functional teams (engineering, product, marketing) to integrate AI solutions.
• Leverage cloud platforms (Azure, AWS, GCP) for scalable AI/ML development and deployment.