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Data Scientist, Customer Care Operations

Company: Genesys
Location: Indianapolis
Posted on: June 12, 2021

Job Description:

Job Summary

The Data Scientist will work with the Customer Care Operations team to provide insights gained from analyzing data across the Genesys organization. The ideal candidate is adept at using large data sets to find opportunities for product and process optimization and using models to test the effectiveness of different courses of action. They must have strong experience using a variety of data mining/data analysis methods, using a variety of data tools, building and implementing models, using/creating algorithms and creating/running simulations. They must have a proven ability to drive business results with their data-based insights. They must be comfortable working with a wide range of stakeholders and functional teams. The right candidate will have a passion for discovering solutions hidden in large data sets and working with stakeholders to improve business outcomes.

Responsibilities

Work with stakeholders throughout the organization to identify opportunities for leveraging company data to drive business solutions.

Mine and analyze data from company databases to drive optimization and improvement of operations and business strategies.

Assess the effectiveness and accuracy of new data sources and data gathering techniques.

Develop custom data models and algorithms to apply to data sets.

Use predictive modeling to increase and optimize customer experiences, revenue generation, ad targeting and other business outcomes.

Transferring data into a new format to make it more appropriate for analysis

Creating new, experimental frameworks to collect data

Building tools to automate data collection

Searching through large data sets for usable information

Coordinate with different functional teams to implement models and monitor outcomes.

Develop processes and tools to monitor and analyze model performance and data accuracy.

Represent Customer Care in corporate and cross-functional initiatives

Creating advanced machine learning algorithms and statistics

Requirements

BA/BS in Computer Science, Engineering, or other relevant degree

5+ years of related operations and job experience

Knowledge of programming languages like SQL, Python, R, and Knime

Familiarity with business intelligence tools (e.g., Tableau)

Strong mathematics skills (e.g., statistics)

Experience with big data technologies

Experience working with and creating data architectures.

Advanced ability to perform exploratory data analysis

Experience with common data science toolkits

Ability to communicate complex data in a simple, actionable way

Analytical and problem-solving skills

Experience with machine learning and AI

Familiarity with data management tools

Ability to work in a team environment leveraging Agile methodologies

Ability to quickly understand complex software and concepts

A drive to learn and master new technologies and techniques.

Must be able to follow instructions, complete required tasks on time, and get along with others

Must be able to work in a fast-paced environment with demonstrated ability to juggle multiple competing tasks and demands

Ability to take initiative and be proactive

Ability to work independently and be resourceful

Communicates regularly with colleagues andmanagement

Ability to travel, including international locations

About Customer Care Operations:

Genesys Customer Care Operations is about enabling our Customer Care organization to be more productive, work more efficiently, and deliver world-class service to Genesys customers. The Customer Care Operations team's primary job is to enable the Customer Care organization to do their best work and not be distracted or delayed by problems with tooling, processes, or data. We strive to leverage best of class industry software and technologies to enable intelligent automation and self-service capabilities.

Benefits:

  • Medical, Dental, and Vision Insurance
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off
  • 401(k) matching program
  • Adoption Assistance
  • Infertility treatments

See more Genesys benefits information at https://mygenesysbenefits.com/

Covid-19

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.

About Genesys:

Every year, Genesys delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Internal Description

Description - Internal

Job Summary:

The CX/UX Design Manager will be responsible for driving the creation of engaging customer experiences across the Customer Care channels. The CX/UX Design Manager will have a deep understanding of the customer journey and how our customers are interacting with our websites and applications. This role will have a strong focus on understanding Genesys Customer Care audience, customer behavior, and what drives their decision making throughout the customer journey. The CX/UX Design Manager will seek to understand the pain points within the journey and leverage data and trends to design innovative and forward-thinking solutions.

You are a problem solver that uses creativity and innovation to deliver customer-focused experiences and outcomes. You make decisions with a full view for how the customer, business, data, and disparate parts of the system come together for an end-to-end journey. Your passion allows you to educate, persuade, and sell the overall value of your designs and ideas. You take pride in the quality of your work and in creating a creative and innovate environment around you.

Key duties of the role:

Create designs and prototypes with an understanding of the flow and key touchpoints that help to bring customer-focused solutions to life

This will include storyboards, wireframes, clickable prototypes, and high-fidelity mockups

Lead strategic and creative planning, brainstorming, concepting sessions with key stakeholders and teams to create compelling user experiences.

Document, review, and present all UX artifacts with key stakeholders to provide insights and gain approvals.

Work iteratively through the entire UX design process from strategy to implementation, producing and helping guide the creation of detailed customer facing UX deliverables and specifications.

Champion the delivery of customer experience focused initiatives that align with Customer Care Operations roadmap items cross-functionally.

Drive decisions and strategic direction by understanding customer feedback, competitive analysis, industry trends, and journey analytics to identify new opportunities and enhancements to delight customers interacting with our products and services.

Work closely with developers to transforms ideas and concepts into real-world products and experiences.

Will need to stay current in best practices for information architecture, interaction design, user-centered design processes, and user experience principles.

Ability to listen to feedback and adjust course based on changing information, new requirements, and input from team members.

Ability to work in an Agile framework for the delivery of and management of work.

Proficiency in HTML, JavaScript, CSS or other UI-oriented coding languages in order to effectively translate and guide development efforts as it pertains to UIUX deliveries.

About Customer Care Operations:

Genesys Customer Care Operations is about enabling our Customer Care organization to be more productive, work more efficiently, and deliver world-class service to Genesys customers. The Customer Care Operations team's primary job is to enable the Customer Care organization to do their best work and not be distracted or delayed by problems with tooling, processes, or data. We strive to leverage best of class industry software and technologies to enable intelligent automation and self-service capabilities.

Benefits:

  • Medical, Dental, and Vision Insurance
  • Telehealth coverage
  • Flexible work schedules and work from home opportunities
  • Development and career growth opportunities
  • Open Time Off
  • 401(k) matching program
  • Adoption Assistance
  • Infertility treatments

See more Genesys benefits information at https://mygenesysbenefits.com/

Covid-19

Safety for our employees and our communities is a key priority for Genesys. We continue to experience rapid growth during the Covid-19 pandemic and are conducting remote hiring and onboarding processes. All hiring and onboarding processes are being conducted remotely at this time. We utilize Zoom video meetings and phone calls during the interview process. We will be working remotely through at least June 30, 2021, in most locations, and we are re-evaluating the opening date of all the Genesys offices on an ongoing basis.

About Genesys:

Every year, Genesys delivers more than 70 billion remarkable customer experiences for organizations in over 100 countries. Through the power of the cloud and AI, our technology connects every customer moment across marketing, sales and service on any channel, while also improving employee experiences. Genesys pioneered Experience as a Service so organizations of any size can provide true personalization at scale, interact with empathy, and foster customer trust and loyalty. This is enabled by Genesys Cloud, an all-in-one solution and the world's leading public cloud contact center platform, designed for rapid innovation, scalability and flexibility. Visit www.genesys.com.

Genesys is an equal opportunity employer committed to diversity in the workplace. We evaluate qualified applicants without regard to race, color, age, religion, sex, sexual orientation, gender identity or expression, marital status, domestic partner status, national origin, genetics, disability, military and veteran status, and other protected characteristics.

Keywords: Genesys, Indianapolis , Data Scientist, Customer Care Operations, Other , Indianapolis, Indiana

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