Manager

EXL Service -
Gurugram, Haryana

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Job details

Full-time
4 days ago

Qualifications

Computer Science
NumPy
Master's degree
SQL
Pandas
Analysis skills
Sentiment analytics
Presentation skills
Bachelor's degree
Machine learning
Natural language processing
Data science
AI
Communication skills
Python
Analytics

Full job description

Job Description: We are seeking a Modeler to contribute to the development of AI/ML solutions that improve contact center efficiency and member experience. You will build and optimize models supporting call deflection, intelligent routing, agent assist, and quality monitoring initiatives. Working in a collaborative team environment, you will apply machine learning and NLP techniques to operational data and support the full model development lifecycle

Responsibilities: Develop and optimize machine learning models for call deflection prediction, intelligent routing, and automated quality monitoring.
Apply NLP techniques to analyze call transcripts and digital interaction logs to classify intent, detect topics, and surface automation opportunities.
Perform feature engineering on structured and unstructured operational data sources including CRM records, call logs, and interaction metadata.
Support end-to-end model lifecycle activities including data preparation, model training, evaluation, documentation, and performance monitoring.
Design and execute A/B tests or champion-challenger evaluations to measure model impact on operational KPIs.
Collaborate with contact center operations and technology teams to understand workflows and integrate model outputs into existing systems.
Prepare clear model documentation covering methodology, assumptions, performance metrics, and monitoring plans.
Monitor deployed models for drift and degradation, escalating issues and recommending retraining or recalibration as needed.

Stay current on advances in conversational AI, NLP, and operational analytics.

Qualifications: 3–6 years of experience in data science, analytics, or machine learning with exposure to operational or contact center domains.
Working knowledge of NLP techniques including text classification, entity extraction, and sentiment analysis.
Proficiency in Python; familiarity with libraries such as scikit-learn, spaCy, Hugging Face, pandas, and numpy.
Experience with SQL and working with large, complex operational datasets.
Understanding of contact center metrics such as handle time, first-call resolution, CSAT, and deflection rates is preferred.
Familiarity with model validation concepts, performance evaluation frameworks, and documentation standards.
Strong analytical and problem-solving skills with a practical, solutions-oriented mindset.
Effective communication skills for presenting analytical findings to both technical peers and operational stakeholders.
Bachelor's degree (Master's preferred) in Computer Science, Statistics, Engineering, or a related quantitative discipline.

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