Data Scientist – AI Enabled Call Center Efficiency and CEX
We are seeking a Data Scientist to join the AI Enabled Call Center Efficiency and CEX team.
ResponsibilitiesIn this role, you will design, develop, and deploy NLP and LLM-powered models that extract meaning, intent, outcomes, and sentiment from call, chat, and other digital interactions. You will help translate complex data into actionable insights, ensuring AI-driven solutions are not only built, but adopted and impactful.
Our team partners closely with Service Operations and Customer Experience stakeholders to drive improvements across the call center. As a Data Scientist, you will contribute to a mission to simplify the customer journey, reduce avoidable call volume, and improve call center efficiency by turning unstructured customer interactions into structured, actionable intelligence.
Required Qualifications
• 3+ years of experience in data science, applied NLP, or machine learning
• Production experience building LLM-based solutions in cloud environments
• Hands-on experience with prompt engineering and fine-tuning transformer-based models
• Experience with NLP, text classification, text embeddings, and clustering
• Ability to design and build evaluation frameworks to measure model quality, including detecting hallucinations and assessing LLM output reliability
• Experience working with limited or noisy labeled data
• Strong error analysis and systematic debugging skills to diagnose and improve model performance
• Ability to produce clean handoffs to data engineering, including documentation, artifacts, and monitoring recommendations
• Proficiency in Python and SQL
Preferred Qualifications
• Healthcare or contact center domain experience
• Experience with Google Cloud Platform (GCP)
• Experience with conversational AI frameworks (e.g., LangChain, RAG, dialog systems)
• Familiarity with version control and software engineering best practices
Skills Required
- 3+ years of experience in data science, applied NLP, or machine learning
- Production experience building LLM-based solutions in cloud environments
- Hands-on experience with prompt engineering and fine-tuning transformer-based models
- Experience with NLP, text classification, text embeddings, and clustering
- Ability to design and build evaluation frameworks to measure model quality, including detecting hallucinations and assessing LLM output reliability
- Experience working with limited or noisy labeled data
- Strong error analysis and systematic debugging skills to diagnose and improve model performance
- Ability to produce clean handoffs to data engineering, including documentation, artifacts, and monitoring recommendations
- Proficiency in Python and SQL
- Healthcare or contact center domain experience
- Experience with Google Cloud Platform (GCP)
- Experience with conversational AI frameworks (e.g., LangChain, RAG, dialog systems)
- Familiarity with version control and software engineering best practices
What We Do
Choosing a digital partner is about more than capabilities — it’s about collaboration and character. Unrealistic overhauls and off-the-shelf products ignore what matters most — your unique needs, culture, goals, and your legacy data and technology environments. At EXL, our collaboration is built on ongoing listening and learning to adapt our methodologies. We’re your business evolution partner—tailoring solutions that make the most of data to make better business decisions and drive more intelligence into your increasingly digital operations. Whether your goals are scaling the use of AI and digital, redesign operating models, or driving better and faster decisions, we’re here to partner with you to help you gain—and maintain—competitive advantage with efficient, sustainable models at scale. Our expertise in transformation, data science, and change management helps make your business more efficient and effective, improve customer relationships and enhance revenue growth. Instead of focusing on multi-year, resource- and time-intensive platform designs or migrations, we look deeper at your entire value chain to integrate strategies with impact. We use our specialization in analytics, digital interventions, and operations management—alongside deep industry expertise — to deliver solutions that help you outperform the competition. At EXL, it’s all about outcomes—your outcomes—and delivering success on your terms. Share your goals with us and together, we’ll optimize how you leverage data to drive your business forward. For more information, visit www.exlservice.com.
