Contact Center Data Scientist

Join the People Helping People

PSCU/Co-op Solutions is now Velera! PSCU and Co-op Solutions became a single entity on January 2, 2024, and our new company name was announced on May 7, 2024. Our new brand represents our combined company’s shared mission and unique ability to drive velocity and positive momentum for credit union success in a new era of financial services.

The Opportunity

The Contact Center Data Scientist will revolutionize the way we leverage data to improve customer experiences. This role will be instrumental in analyzing vast amounts of customer interaction data to identify trends, patterns, and opportunities for optimization.

Day in the Life

• Data Collection and Preparation:

• Gather and integrate data from various sources, including CRM systems, call recordings, chat transcripts, and surveys.

• Cleanse and preprocess data to ensure accuracy and consistency.

• Explore and understand data structures and relationships.

• Statistical Modeling:

• Develop and apply statistical models to analyze customer behavior, sentiment, and preferences.

• Utilize techniques like regression analysis, time series analysis, and machine learning to uncover insights.

• Build predictive models to forecast customer behavior and identify potential issues.

• Machine Learning:

• Implement machine learning algorithms to automate tasks, such as sentiment analysis, topic modeling, and intent recognition.

• Train and fine-tune models to improve accuracy and performance.

• Experiment with different algorithms and techniques to optimize results.

• Data Visualization:

• Create clear and compelling visualizations to communicate insights to stakeholders.

• Utilize tools like Tableau, Power BI, or Python libraries to present findings effectively.

• Business Impact:

• Collaborate with business teams to identify key performance indicators (KPIs) and metrics.

• Translate data insights into actionable recommendations to improve customer satisfaction, agent efficiency, and operational performance.

• Measure the impact of data-driven initiatives and provide ongoing analysis to track progress.

• Perform other duties as assigned.

Qualifications

• Advanced degree in statistics, data science, computer science, or a related field.
• 5 years experience as a data scientist
• Strong proficiency in statistical analysis and machine learning techniques.
• Expertise in programming languages like Python or R.
• Experience with data mining, data warehousing, and data visualization tools.
• Familiarity with contact center operations and customer experience metrics.

Knowledge, Skills, & Abilities

• Technical skills - Familiarity with programming languages (such as Python) and libraries (such as TensorFlow, OpenAI's APIs), Data Manipulation tools (Pandas, SQL), Model Training and Fine Tuning, ML fundamentals, understanding of NLP, familiarity with cloud platforms, version control
• AI and ML skills: ML fundamentals, understanding of model deployment, and data preparation
• Creativity in designing effective GenAI prompts
• Excellent analytical and problem solving skills
• Domain/industry knowledge), data privacy, and regulatory compliance in AI projects
• Soft skills: Must have strong communication and team collaboration, critical thinking, and presentation abilities
• A passion for data-driven decision-making and a desire to innovate

Physical Demands

• While performing the duties of this Job, the employee is regularly required to sit; use hands to finger, handle, or feel and talk or hear
• Specific vision abilities required by this job include close vision
• Ability to occasionally lift/move up to 25 pounds
• Individuals with a disability who are otherwise able to perform the essential functions of the job may request a reasonable accommodation through the Human Resources department.

About Velera

At Velera we are committed to fostering a workplace where every employee feels valued, respected, and connected. We understand, attract and engage a diverse workforce where every employee can live up to their full potential; ensuring that our employee base reflects the consumers we serve. The result of this effort is an inclusive environment where diverse talent thrives. We strive to foster a safe and inclusive work environment for people to bring their authentic selves in order to build a better community within our company and with our partners. Learn more about our commitment to Diversity, Equity, and Inclusion HERE!

Pay Equity

$84,900.00

to

$108,200.00

Actual Pay will be adjusted based on experience and other job-related factors permitted by law.

Great Work/Life Benefits!

• Competitive wages
• Medical with telemedicine
• Dental and Vision
• Basic and Optional Life Insurance
• Paid Time Off (PTO)
• Maternity, Parental, Family Care
• Community Volunteer Time Off
• 12 Paid Holidays
• Company Paid Disability Insurance
• 401k (with employer match)
• Health Savings Accounts (HSA) with company provided contributions
• Flexible Spending Accounts (FSA)
• Supplemental Insurance
• Mental Health and Well-being: Employee Assistance Program (EAP)
• Tuition Reimbursement
• Wellness program
• Benefits are subject to generally applicable eligibility, waiting period, contribution, and other requirements and conditions

_Velera is an Equal Opportunity Employer. We consider applicants without regard to race, color, religion, age, national origin, ancestry, ethnicity, gender, gender identity, gender expression, sexual orientation, marital status, veteran status, disability, genetic information, citizenship status, or membership in any other group protected by federal, state or local law.

Velera is an Equal Opportunity Employer that complies with the laws and regulations set forth in the following "EEO is the Law" Poster and the "EEO is the Law" Poster Supplement. Velera will not discharge or in any other manner discriminate against employees or applicants because they have inquired about, discussed, or disclosed their own pay or the pay of another employee or applicant. However, employees who have access to the compensation information of other employees or applicants as a part of their essential job functions cannot disclose the pay of other employees or applicants to individuals who do not otherwise have access to compensation information, unless the disclosure is (a) in response to a formal complaint or charge, (b) in furtherance of an investigation, proceeding, hearing, or action, including an investigation conducted by the employer, or (c) consistent with the legal duty to furnish information.

_Velera is an E-Verify Employer. Review the E-Verify Poster here (English and Spanish). For information regarding your Right To Work, please click here _(English and Spanish poster)._As an ongoing commitment to reasonably accommodate individuals with disabilities please contact a recruiter at recruiters@velera.com for assistance.