Data Scientist - Miami, FL.

About the Role

Key Responsibilities

• Analyze large datasets from customer service interactions (call logs, chat transcripts, surveys, billing data, etc.) to identify trends and pain points.
• Build machine learning models to predict customer next best action, service outages, and high-risk accounts.
• Develop recommendation systems to personalize customer interactions and improve issue resolution.
• Use AI and automation to improve customer service workflows (e.g., chatbots, routing optimization).
• Collaborate with IT and operations teams to integrate data-driven solutions into customer service platforms.
• Apply clustering techniques to segment customers based on behavior, preferences, and service needs.
• Design targeted retention and engagement strategies using data insights.
• Analyze customer feedback (emails, surveys, call transcripts) using sentiment analysis and topic modeling to improve service quality.
• Enhance chatbot and virtual assistant capabilities using NLP techniques.
• Present findings to leadership and business teams in a clear, actionable manner.
• Work with customer service managers to implement data-backed improvements.

Requirements

• 8+ years in data science, preferably in customer service, utilities, or a related industry.
• Proficiency in Python/R, SQL, and data visualization tools (Tableau, Power BI).
• Experience with machine learning (scikit-learn, TensorFlow, PyTorch) and NLP.
• Familiarity with cloud platforms (preferable AWS) and big data tools (Spark, Hadoop) is a plus.

Nice to Have

• Familiarity with cloud platforms (preferable AWS).
• Experience with big data tools (Spark, Hadoop).