S&C Global Network - AI - Song - Merchandising-Analyst

Job Title - S&C GN - Data Science Analyst

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

Experience & Educational Qualification:

• PhD with 1+ years of relevant experience, OR.
• Master’s degree with 2+ years of experience, OR
• Bachelor’s degree with 3+ years of experience.

Must have skills: Machine Learning/Deep Learning, Gen AI, NLP, Python, R, AI, SQL, Unstructured Data Handling (text, audio, emails, chat, others)

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.
• Exposure to Agentic AI approaches (tool use, planning/memory, multi-agent orchestration, autonomous workflows).

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), generative ai, 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!

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 experience and optimize contact centre 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 behavioural 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.
• Working with unstructured data (text, audio, emails, chat, others) to build robust AI/ML pipelines and solutions.

This role offers the opportunity to work on cutting-edge AI and data science techniques, driving real-world impact in the contact center space.

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