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Data Scientist for Enterprise Optimization
1 week ago
Afiniti is a pioneering company that harnesses the power of artificial intelligence to elevate the customer experience by making moments of human connection more valuable. Our mission is rooted in a simple yet powerful idea: understanding patterns of human behavior enables us to predict how people will interact and create meaningful connections.
Using our patented AI technology, we revolutionize the contact center industry by pairing customers with the most compatible contact center agents. By doing so, we enhance the entire customer journey, resulting in exceptional experiences and improved outcomes for all parties involved.
We take pride in our global reach and impact, with our solutions being leveraged by organizations around the world.
About The Role
As a Senior Data Scientist at Afiniti, you will play a critical role in enhancing human interactions in large enterprises by efficiently pairing customers or tasks with company representatives. Our primary focus is improving contact center interactions for sales, service, retention, collections, and customer satisfaction in fields ranging from telecommunications to healthcare to banking to hospitality. To ensure we're delivering value, we measure performance using a real-time control group – routing a portion of calls using the client's existing system and the majority of calls using our data-scientist-designed pairing and next-best-action recommendation strategies.
This position involves performing statistical inference on large data sets to inform decisions and drive actions. You will also drill down on results (problem-solving analysis) and conduct custom analysis. Additionally, you will build predictive models to optimize agent and customer interactions, collaborate and communicate with data analytics and cross-functional teams on a task basis, adapt theoretical concepts and standardized techniques to real-world problems, and lead production activities on deployed accounts or execute on deployment plan.
