Modeler – Operations & Call Center Efficiency

• 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.
• Moni...

Ready to Apply?

Submit your application today and join our talented team at EXL.