Data Scientist, Virtual Agents

Why Asurion

At Asurion, we provide over 290 million consumers around the world with simple, intuitive technology advice to help them get the most from their devices; support to fix their issues and connectivity crisis, and device protection to ensure they receive a replacement or repair. We deliver easy, instant access to a community of tech experts; to solve any technology issue you could ever have with almost any device you’ll ever own. Our Data Science & AI team is heavily focused on empowering our agents in providing best in class service but also building generative AI solutions to increase our reach and cover many more channels.

About the role & team:

Our Data Science and Applied AI team sits at the heart of innovation, driving impactful solutions across customer experience, operational efficiency, and business growth. We are a diverse group of data scientists, machine learning engineers, and technical leaders working on high-impact projects, including Generative AI, predictive modeling, conversational AI, and multimodal data applications.

This specific role is part of our Expert AI team, which is building the next generation of proactive tools to help our Technical Support Agents solve customer issues faster and more effectively. The challenge is building low-latency solutions that actually enhance the support experience vs. distracting the agent while they are on a call.

We collaborate closely with Product, Engineering, Analytics, and Business stakeholders to solve complex problems using advanced machine learning and statistical modeling. Our team values curiosity, ownership, and a strong bias for action. We foster a supportive environment where team members grow through mentorship, innovation, and a culture of continuous learning.

What you’ll be doing:

• Building proactive, real-time, AI tools that assist call center agents while they are serving customers across the voice and messaging channels.
• Measure and analyze the effectiveness and impact of these solutions across thousands of interactions per day and suggest improvements 
• Experiment with latest generative LLMs to build next generative applications and boost existing ones and understand cost vs performance tradeoffs
• Design and iterate on GenAI prompts based on performance metrics and user feedback to ensure high-quality outputs and enhance overall system performance
• Use business acumen and analytical skills to identify opportunities, estimate potential, layout strategy roadmaps to solve complex business problems
• Be responsible for using analytic techniques like Machine learning, Natural Language Processing and advanced data visualizations to improve Asurion’s customers’ experiences
• Leverage deep understanding of modern machine learning techniques and their mathematical underpinning to regularly invent new and novel approaches to solve problems
• Deliver end-to-end reliable and scalable AI features in production
• Provide Data Science updates to senior executive audience
• Work with stakeholders to identify new Machine Learning/AI opportunities
• Define platform and operation improvement opportunities, formulate data science problems
• Develop prototypes for new data product ideas and build data pipelines/flask apps for deployment
• Drive a Minimum Viable Product (MVP) test-and-learn approach and push to learn fast. Work in an iterative manner from framing problems, to building prototypes, to deploying end-to-end and reliable production-grade solutions 
• Help defining and monitoring the right Key Performance Indicators (KPIs) to track and deliver on critical objectives and key results

What you'll bring to the team:

• Your technical excellence in field of ML & AI, specifically in latest Large Language Models
• Your drive to keep up with the ever-changing AI landscape and release of new LLMs
• Ideal candidate will have experience building virtual agent/bot solutions in the voice and messaging channels that interact with end customers or customer support agents.
• The ability to root cause, define, and solve complex problems in ambiguous situations. Innate curiosity and product mindset helping you articulate new ideas as well as novel technical approaches
• Self-driven and able to ask and tackle the most important analytical questions with a view on driving product impact
• Ability to work and collaborate with different functions of the organization, from operations teammates to product managers and engineers 
• Excellent communication (written and oral) and presentation skills, including creating and sharing complex ideas to peers. Ability to communicate complex quantitative analysis in a clear, precise, and actionable manner
• You’re a result-driven thinker and doer. You offer out-of-the-box ideas and aren’t afraid to roll up  your sleeves to get the job done 
• Respect for all people, an open mind, and an open heart. We pride ourselves on building inclusive environments. After all, it’s the diversity of thought that builds great products! 

Experience and education:

• Requires a master’s degree in analytics, computer science, electrical engineering, computer engineering, or related advanced analytical & optimization fields
• 1-2 years of work experience in AI/ML modeling, experience in building Gen AI based products is a plus
• Solid Knowledge in Deep Learning and/or Machine Learning gained through academic coursework or any amount of internship/work experience.
• Solid experience implementing and fine-tuning Generative AI large foundation models (LLMs), with a strong understanding of NLP techniques and frameworks such as embeddings, GPT, or Transformer models
• Knowledge of cloud computing and AI deployment (AWS, Google Cloud)
• Knowledge in Statistics, optimization theoretical concepts and/or optimization problem formulation gained through academic coursework or any amount of internship/work experience
• Solid knowledge in Python programming gained through academic coursework or any amount of internship/work experience.