Data Scientist, Virtual Agents

Asurion is hiring a Data Scientist for its Expert AI team to build and improve real-time AI tools that help technical support agents assist customers across voice and messaging channels. The role develops production-grade AI features, measures their impact, and collaborates with product, engineering, analytics, and business stakeholders to identify and address customer and business needs.

What you'll do:

• 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

What they're looking for:

• Your technical excellence in field of ML & AI, specifically in latest Large Language Models
• 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
• 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
• 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)

Benefits:

• Team members grow through mentorship and a culture of continuous learning.