BlackStone eIT

Contact Center Analytics & AI Lead

BlackStone eIT

Posted 12 hours ago

Employment Type

Full Time

Location

Dubai

Requirements

Data Science, AI Technologies, Customer Service, Machine Learning, Project Management, Statistical Analysis

Required Skills

Python R SQL Tableau Machine Learning Natural Language Processing Chatbots Predictive modeling

Job Description

Responsibilities

  • Design and implement analytics frameworks and AI solutions to improve customer experience and operational effectiveness.
  • Analyze customer interaction data to identify trends, patterns, and areas for improvement.
  • Develop predictive models to enhance agent performance and customer satisfaction.
  • Lead initiatives to integrate AI technologies such as chatbots, natural language processing, and machine learning to optimize workflows.
  • Collaborate with cross-functional teams to ensure alignment of analytics initiatives with business objectives.
  • Provide insights and strategic recommendations based on data analysis to inform decision-making at all levels.
  • Monitor and report on key performance indicators (KPIs) related to contact center effectiveness.
  • Stay current with industry trends, tools, and methodologies in analytics and AI applications.

Requirements

  • Bachelor’s degree in Data Science, Business Analytics, Computer Science, or a related field; Master’s degree preferred.
  • 7+ years of experience in analytics within a contact center or customer service environment.
  • Proven experience with AI technologies and their applications in customer service.
  • Strong analytical skills with expertise in statistical analysis, data mining, and predictive modeling.
  • Proficient in analytical tools and programming languages (e.g., Python, R, SQL, Tableau, or similar).
  • Experience with machine learning algorithms and techniques.
  • Excellent communication skills, able to present insights clearly to both technical and non-technical audiences.
  • Strong project management skills and ability to lead cross-functional teams.
  • Knowledge of customer experience metrics and industry best practices.
  • Passion for utilizing data and technology to drive successful outcomes in customer service.

Benefits

  • Remote Model
  • Time Flexibility
  • Relocation after 6months based on performance

About the Company

How to Apply

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