Enterprise Transfer Intelligence Data Scientist

About the Role

The Enterprise Transfer Intelligence Data Scientist will play a key role in advancing the Contact Center Transformation (CCT) Transfer Reduction initiative by developing and operationalizing enterprise Transfer Intelligence capabilities. This role will leverage AI, machine learning, advanced analytics, statistical modeling, and large language models to identify, explain, predict, and reduce unnecessary transfers across the enterprise. Working across call transcripts, routing data, authentication data, telephony platforms, operational metrics, and customer interaction data, this individual will transform complex data into actionable intelligence that helps leaders improve routing effectiveness, reduce avoidable handoffs, increase first-contact resolution, optimize contact center operations, and improve the overall customer experience. This position is responsible for converting transfer intelligence into measurable business outcomes through advanced analytics, opportunity identification, decision-support products, and ongoing optimization efforts across multiple lines of business. You'll enjoy the flexibility to work remotely from anywhere within the U.S.

Key Responsibilities

Transfer Intelligence & Opportunity Identification

• Analyze transfer behavior across multiple lines of business to identify opportunities to reduce avoidable transfers
• Conduct destination analysis to identify transfer hotspots, recurring transfer patterns, ineffective handoffs, and routing breakdowns
• Identify and quantify drivers of multi-transfer, ping-pong, repeat-transfer, and incorrect-destination interactions
• Evaluate relationships between transfers and authentication outcomes, routing design, agent skill alignment, business processes, technology limitations, and customer needs
• Develop forecasting and scenario-modeling techniques to estimate the expected impact of potential transfer-reduction initiatives
• Deliver prioritized recommendations that influence routing strategies, staffing decisions, training investments, operational processes, and technology improvements

AI, Machine Learning & Advanced Analytics

• Develop, maintain, and enhance advanced analytical models supporting enterprise transfer reduction efforts
• Operationalize and continuously improve transfer root-cause analytics capabilities
• Apply machine learning, natural language processing, large language models, and statistical techniques to analyze structured and unstructured datasets
• Monitor analytical model performance, identify drift, evaluate accuracy, and recommend enhancements
• Expand analytical solutions through integration of new data sources including call transcripts, routing activity, authentication outcomes, IVR interactions, queue behavior, and operational metrics
• Refine classification taxonomies, prompts, business rules, and analytical frameworks to improve insight quality and business value
• Research and evaluate emerging AI capabilities and determine how they can improve transfer analytics and opportunity identification

Transfer Intelligence Product Development

• Design, develop, and enhance enterprise Transfer Intelligence products and analytical solutions
• Support the evolution of Transfer Genie, Databricks-based products, semantic layers, and AI-enabled self-service experiences
• Develop reusable analytical assets, governed metrics, and scalable data products that support enterprise-wide transfer analysis
• Partner with stakeholders to prioritize future product enhancements and identify new analytical capabilities
• Translate complex analytical findings into intuitive and actionable business insights for technical and non-technical audiences

Investigations & Performance Optimization

• Lead analytical investigations related to transfer-rate changes, migration impacts, routing concerns, authentication trends, and operational performance issues
• Analyze the impact of telephony, platform, and operational changes on transfer behavior
• Validate transfer classifications, business rules, and reporting logic to ensure consistency and accuracy across reporting products
• Identify the root causes of unexpected transfer trends and recommend remediation strategies
• Partner with operations, product, and technology teams to evaluate the effectiveness of implemented solutions and identify additional optimization opportunities

Impact Measurement & Business Outcomes

• Measure and quantify the effectiveness of transfer-reduction initiatives
• Establish methodologies to track business value and operational impact resulting from transfer intelligence recommendations
• Assess the effectiveness of routing enhancements, authentication improvements, AI-enabled capabilities, technology investments, and process changes
• Develop executive-ready narratives, presentations, and recommendations that connect analytical findings to business outcomes
• Provide ongoing analytical support and recommendations to CCT leadership and Transfer Workstream stakeholders

Requirements & Tech Stack

• Intermediate - advanced experience using SQL and Python to analyze large and complex datasets
• Intermediate - advanced experience applying statistical analysis, machine learning, predictive modeling, or artificial intelligence techniques to solve business problems
• Proven experience translating business challenges into analytical solutions and actionable recommendations
• Proven experience working with both structured and unstructured datasets
• Proven communication skills with the ability to explain complex analytical concepts to business stakeholders

Preferred Qualifications

• Experience using Databricks, Azure, Snowflake, Power BI, or related analytics platforms
• Experience with large language models (LLMs), generative AI, prompt engineering, or NLP-based solutions
• Experience working with call transcripts, speech analytics, conversational AI, or customer interaction data
• Experience in contact center analytics, customer experience analytics, healthcare operations, or workforce optimization
• Experience designing and operationalizing analytical products used by business stakeholders
• Experience supporting enterprise transformation initiatives through advanced analytics