Senior Manager- Contact Center – Sr. Data Scientist

Job Description - Senior Manager- Contact Center – Sr. Data Scientist (COR031405)Senior Manager- Contact Center – Sr. Data Scientist - COR031405Ready to build the future with AI?At Genpact, we don't just keep up with technology—we set the pace.

AI and digital innovation are redefining industries, and we're leading the charge.

Genpact's AI Gigafactory , our industry-first accelerator, is an example of how we're scaling advanced technology solutions to help global enterprises work smarter, grow faster, and transform at scale.

From large-scale models to agentic AI , our breakthrough solutions tackle companies' most complex challenges.If you thrive in a fast-moving, innovation-driven environment, love building and deploying cutting-edge AI solutions, and want to push the boundaries of what's possible, this is your moment.Genpact (NYSE : G) is an advanced technology services and solutions company that delivers lasting value for leading enterprises globally.

Through our deep business knowledge, operational excellence, and cutting-edge solutions – we help companies across industries get ahead and stay ahead.

Powered by curiosity, courage, and innovation , our teams implement data, technology, and AI to create tomorrow, today.

Get to know us at genpact.com and on LinkedIn , X , YouTube , and Facebook .We are inviting applications for the role of Senior Manager - Contact Center – Sr. Data ScientistThe position will be responsible for driving and implementing digital transformation and will take the lead in changing the way we run our business to transform it to the Contact Center of the Future.

In doing so, this role will provide contact center and digital transformation thought leadership, strategic and expert solutions and insights to drive growth and efficiency to help Genpact achieve its goalsResponsibilitiesDevelop and implement contact center strategies and programs that embeds digital thinking, delivery and support across the contact center functions, prioritizing digitally powered and enabled customer experience interventionsExpertise in the use of automation, analytics & other digital interventions to drive digitalization of contact center operationsHighly proficient with digital customer Experience Tools, Journey Mapping, Persona Def, and Customer Segmentation.Operations analytics, Work force management, forecasting, identifying key metrics (AHT, CSAT, FTR)Conceptualize, plan and drive Speech Analytics framework build in the areas of Customer Complaints, Customer VOC and Call Quality processes.Interpret and analyze data problems.

To deal with huge data, have good understanding on data science and have worked on relational databases.Write computer programs and analyze large datasets to uncover answers to complex problems.

Need to be comfortable writing code working in a variety of languages such as R, Python, and SQL.Ensure data quality and integrity through best practices and compliance to framework, architecture and coding standards .Build analytic systems and predictive modelsTest performance of data-driven productsVisualize data and communicate key findings with potential business impact.Experiment with new models and techniquesAlign data projects with organizational goalsProject Management and Client InteractionCommunicate across a diverse audience across all levels of organization.Qualifications we seek in you!M.A.

Bachelor's degree in Economics , in Statistics with relevant experience in Data Science / advanced analytics.Experience of working on analytics projects in Banking and Financial Services domain especially in Contact Center AnalyticsMathematics / Statistical BackgroundHigh level of intellectual curiosity about the Data Science and AnalyticsExtensive Experience with Analytics products and solutions.Expertise in / awareness of Speech Analytics platforms / tools like Call Miner, Verint, Nexidia etc.Proven experience as a Data Scientist or similar rolePrior Experience with Model build (Python / SQL scripts)Predictive Analytics – Well versed with AI and Machine LearningGood applied statistics skills, such as distributions, statistical testing, regression, etc.Building and implementing models, using / creating algorithms and creating / running simulations using a variety of ToolsKnowledge and experience of tools / techniques : Forecasting, Linear Regression, Logistic Regression, Regularization, Segmentation (Decision Trees, CHAID, CART), Cluster Analysis, Factor Analysis, variable screening, Machine Learning – Random Forest, Gradient Boosting, SVM, XGBoost .Excellent organizational and leadership skillsPassion for analytics, technology and a keen learner to stay abreast on what's latestAbility to inspire and influence change in technology applicationAbility to work in diverse teams and with multiple stakeholdersConflict management and negotiation skillsSkill gap identification and development of our global teamsExcellent verbal and written communication skillsLead AI-first transformation – Build and scale AI solutions that redefine industriesMake an impact – Drive change for global enterprises and solve business challenges that matterAccelerate your career —Gain hands-on experience, world-class training, mentorship, and AI certifications to advance your skillsGrow with the best – Learn from top engineers, data scientists, and AI experts in a dynamic, fast-moving workplaceCommitted to ethical AI – Work in an environment where governance, transparency, and security are at the core of everything we buildThrive in a values-driven culture – Our courage, curiosity, and incisiveness - built on a foundation of integrity and inclusion - allow your ideas to fuel progressCome join the 140,000+ coders, tech shapers, and growth makers at Genpact and take your career in the only direction that matters : Up .Let's build tomorrow together.Genpact is an Equal Opportunity Employer and considers applicants for all positions without regard to race, color, religion or belief, sex, age, national origin, citizenship status, marital status, military / veteran status, genetic information, sexual orientation, gender identity, physical or mental disability or any other characteristic protected by applicable laws.

Genpact is committed to creating a dynamic work environment that values respect and integrity, customer focus, and innovation.

Furthermore, please do note that Genpact does not charge fees to process job applications and applicants are not required to pay to participate in our hiring process in any other way.

Examples of such scams include purchasing a 'starter kit,' paying to apply, or purchasing equipment or training.

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