S&C Global Network - AI - CCAI -Manager

About The Role

• Job Title - SC GN -

  Data Science Manager

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

• Must have skills:Machine Learning, Deep Learning, Gen AI, NLP, Python, R, AI, SQL

• 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.

• Experience
  Educational Qualification:

• PhD with

  6+ years of relevant experience, OR

• Masters degree with

  8+ years of experience, OR

• Bachelors degree with

  11+ 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), 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!

Qualification- Professional Technical****Skills:

• As part of our Data Science team, you will play a key role in leveraging

  Generative AI and

  Machine Learning to enhance customer experiences and optimize contact center operations. Your responsibilities will include:

• Developing and fine-tuning Generative AI models to improve customer interactions, automate responses, and enhance self-service capabilities.

• Building and deploying ML models for various use cases, including

  intent classification, sentiment analysis, and predictive analytics.

• Customer segmentation and behavioral analysis to identify patterns, personalize recommendations, and drive targeted engagement strategies.

• Optimizing conversational AI workflows by improving

  intent recognition, response generation, and real-time decision-making.

• Analyzing large-scale customer interaction data to extract actionable insights and refine business strategies.

• Collaborating with cross-functional teams including engineering, product, and marketing to integrate AI-driven solutions into existing platforms.

This role offers the opportunity to work on

cutting-edge AI and data science techniques, driving real-world impact in the contact center space.
As a

manager, you will play a crucial role in

stakeholder engagement, client communication, and business development. You will be responsible for

translating complex AI/ML insights into actionable business strategies and presenting them to senior leadership and clients. Your role will involve

collaborating with cross-functional teams, understanding client pain points, and driving data-driven solutions. Additionally, you will lead

client presentations, proposal development, and business growth initiatives, ensuring seamless execution of AI/ML projects while identifying new opportunities for innovation and expansion. Strong interpersonal and negotiation skills will be key to driving

successful partnerships and long-term business impact.