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