Data Science Manager

- Develop and optimize machine learning models for call deflection prediction, intelligent routing, and automated quality monitoring.- Apply NLP techniques to analyze call transcripts and digital interaction logs to classify intent, detect topics, and surface automation opportunities.- Perform feature engineering on structured and unstructured operational data sources including CRM records, call logs, and interaction metadata.- Support end-to-end model lifecycle activities including data preparation, model training, evaluation, documentation, and performance monitoring.- Design and execute A/B tests or champion-challenger evaluations to measure model impact on operational KPIs.- Collaborate with contact center operations and technology teams to understand workflows and integrate model outputs into existing systems.- Prepare clear model documentation covering methodology, assumptions, performance metrics, and monitoring plans.- Monitor deployed models for drift and degradation, escalati...