Senior Data Scientist

Key Responsibilities

• Design, build, deploy, and optimise chatbot and conversational AI solutions from concept to production.
• Identify and resolve technical, operational, and customer experience challenges throughout the chatbot lifecycle.
• Develop machine learning, NLP, and AI-driven models to improve chatbot accuracy and performance.
• Monitor chatbot effectiveness and continuously enhance customer engagement and resolution rates.
• Collaborate with business, operations, and technology stakeholders to align AI solutions with strategic objectives.
• Analyse customer interaction data to identify trends and opportunities for improvement.
• Drive AI adoption and ensure solutions deliver measurable business outcomes and ROI.
• Stay abreast of emerging AI and conversational technology trends and best practices.

Job Experience and Skills Required

Qualifications:

• Honours or Master's Degree in Data Science, Computer Science, Mathematics, Statistics, Engineering, Actuarial Science, or a related quantitative field.
• Relevant certifications in Artificial Intelligence, Machine Learning, NLP, or Data Science advantageous.

Experience:

• Proven experience as a Data Scientist, Senior Data Scientist, Machine Learning Engineer, AI Specialist, or similar role.
• Demonstrated experience building and implementing a chatbot from start to finish.
• Experience troubleshooting post-implementation issues and driving successful chatbot adoption.
• Strong understanding of Natural Language Processing (NLP), Machine Learning, and Conversational AI.
• Experience within a BPO, contact centre, customer service, collections, or outsourcing environment advantageous.
• Experience working with large datasets and customer interaction data.
• Proven ability to engage with senior stakeholders and translate business requirements into technical solutions.

Skills:

• Python, SQL, and machine learning frameworks.
• NLP and conversational AI platforms.
• Data modelling, analytics, and predictive modelling.
• Cloud platform experience advantageous.
• Strong problem-solving and critical-thinking abilities.
• Exceptional communication and stakeholder management skills.
• Commercial mindset with the ability to deliver measurable business value through AI solutions.

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