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Intuit Staff Data Scientist United States, California, San Francisco 904464278
27.03.2025
Responsibilities
- Work cross-functionally with our Partners, Quality Management, and service delivery teams to understand key business challenges and objectives and build tech driven models and insights to address them
- Develop and implement natural language processing (NLP) models using large language models (LLMs) like GPT-3 to analyze call center conversation transcripts and identify key themes, topics, and sentiment
- Leverage audio analysis techniques like vocal analysis, and acoustic modeling to extract insights from customer service phone calls
- Apply computer vision techniques like facial recognition and emotion detection to analyze video recordings of customer service interactions
- Continuously monitor and enhance existing models to ensure accuracy and precision over time as data patterns change.
- Clearly communicate analytical insights and model results to key stakeholders through reports, presentations, and visualization tools.
- Stay up-to-date on the latest techniques and research in speech analytics, audio analysis, NLP, and computer vision as applied to contact center use cases.
- Continuously monitor model performance and retrain models as needed based on changes in data patterns.
- Develop interactive dashboards and visualizations to track service quality KPIs and insights over time
Qualifications
- 6+ years experience building ML models utilizing audio, speech, and video data - strong signal processing, ML/DL and NLP foundations are needed along with hands-on expertise using Python audio/speech libraries (SpeechRecognition, Librosa, PyDub, PyTorch etc.)
- Experience with machine learning and deep learning models for audio, speech and NLP tasks. Knowledge of techniques like Recurrent Neural Networks, Transformers etc.
- Ability to manipulate and process large, complex multimedia datasets
- Strong communication and presentation skills to executive audiences
- Prior experience working in a call center environment. Knowledge of call center technologies - things like phone systems, CRM software, call recording systems, etc.
- MS or PhD in Computer Science, Statistics, Math or related field preferred
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