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Senior Data Scientist - Call Center Innovation Lab (Remote, Contract to Hire)
About the Role
Join our fast-paced Call Center Innovation Lab as a Senior Data Scientist and drive large-scale transformation in customer experience and digital self-service across Aetna. You'll work remotely, collaborating with passionate teams to extract actionable insights from call transcripts and unstructured data using the latest NLP, LLMs, and transformer models. This is a unique opportunity to shape enterprise-wide solutions, expand model coverage, and play a pivotal role in building scalable frameworks that directly impact business outcomes.
Responsibilities
- Lead full-cycle development of AI models: from raw text data analysis to model building, training, and iterative refinement.
- Analyze call center interactions to uncover service drivers, efficiency gaps, and digital self-service opportunities.
- Apply NLP, LLMs, and GenAI techniques to extract insights from large-scale call transcripts and related text data.
- Design, implement, and evaluate pilots, experiments, and quasi-experiments to quantify business impact.
- Translate complex analytics into clear, actionable recommendations for both technical and senior business stakeholders.
- Collaborate with cross-functional teams, including Digital SMEs and Data Engineering partners, to operationalize analytical outputs into dashboards and reusable assets.
- Synthesize stakeholder requirements and clearly communicate model capabilities, ROI, and business value.
- Expand existing solutions to support multiple business lines and develop new model types to extract novel insights.
Required Skills and Experience
- Minimum 3 years in data science, advanced analytics, or similar roles with end-to-end model delivery experience.
- Hands-on proficiency in SQL and Python for analysis and modeling.
- Deep expertise with NLP, LLMs, or GenAI applied to text/conversational data (call transcripts, chat logs).
- Experience designing and analyzing experiments, pilots, or A/B tests, converting results into business actions.
- Demonstrated strength in developing scalable analytical assets (frameworks, dashboards, scorecards).
- Excellent communication skills for translating technical outcomes into business value for diverse audiences.
- Proven ability to work independently and cross-functionally in dynamic, fast-moving environments.
- Familiarity with version control systems (e.g., Git) and modern data workflows.
Preferred Skills
- Experience with call center, virtual assistant, or contact center data.
- Familiarity with Google Cloud Platform (GCP), Vertex AI, or equivalent enterprise AI platforms.
- Background in digital, customer interaction, or call center analytics.
- Ability to clearly articulate technical tradeoffs and business impact to senior leadership.
- Master's degree in Computer Science, Engineering, Analytics, Statistics, or related quantitative field.
Benefits
- Remote, flexible work environment with leading-edge AI projects.
- Direct impact on digital transformation at enterprise scale.
- Opportunity to expand AI/ML skills with advanced NLP and LLMs.
- Collaborative culture with high visibility to business and technical leadership.
- Contract to hire - potential pathway to full-time employment with a Fortune 500 organization.
How to Apply
Ready to drive innovation and build the next generation of AI-powered solutions? Submit your application with your updated resume detailing relevant experience in NLP, LLMs, and data science. We are seeking independent, impact-driven professionals eager to make a measurable difference. Background check and drug screening required.
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