Sr. Mgr. Data Sciences, Product Development and AI in Burlington, MA, US at TTEC

Date Posted: 4/11/2018

Job Snapshot

Job Description

TTEC Consulting’s Insights Practice is looking for a smart, manager-level person that is intimately familiar with mining big data & delivering big vision, developing turnkey consulting solutions, and leveraging decision science to revolutionize our clients’ businesses. 


We combine human insight and the speed of technology to transform our clients’ interactions with their customers. Advanced analytics of the customer experience and customer interactions is our expertise.
Check out our website below to learn more about what we do and how we help our clients.
http ://www.ttec.com/consulting/insights




What you’ll be doing :
This person will be a part of our Global Data Science Center focused on helping our clients find and seize opportunities in their markets through development of data science-driven products, including AI and intelligent virtual assistants (IVAs), cloud-based next best action (NBA) tools for selling, and emotion analytic solutions. 

  • Support the development of tech-enabled products such as intelligent virtual assistants, cloud-based next best action tools, and emotion analytics solutions 
  • Leverage a mix of data science methods such as neural nets, SVM, decision trees, regression, and ensembling techniques to develop proprietary algorithms
  • Act as an SME on machine learning requirements for knowledge and other data assets 
  • Collaborate with data engineers, knowledge engineers and software engineers on reporting and data collection processes
  • Lead the development and regular monitoring of reports to assess IVA performance, quality, and accuracy, and drive quality learnings back to software engineers to improve interfaces
  • Coordinate with external vendors and partners to ensure that Teletech best uses their capabilities and ensure that our solutions and their capabilities are aligned
  • Act as a though leader for techniques, and introduce those techniques into the development of AI and machine learning solutions to ensure Teletech’s products remain competitive
  • Establish and maintain strong relationships with other organizations within the Teletech enterprise
  • Support the introduction and advancement of decision science throughout the larger enterprise, including our contact center teams
  • Maintain our stellar reputation with our clients and drive high client NPS


 
Leadership 

  • Manage a small, high performing team
  • Mentor and develop junior colleagues
  • Align resources to projects


 
Resource planning

  • Ensure access to required resources
  • Align required resources to client schedules
  • Mentor software engineers on requirements 
  • Develop requirements and technical specifications documents for use by engineers
  • Define requirements for offshore resources, where needed




Delivery

  • Schedule projects with clients 
  • Drive on-time delivery while managing multiple products
  • Support attainment of annual goals for internal and external client satisfaction






What you’ll bring to us :

  • Masters in Computer Science, IE/OR, Applied Mathematics, Statistics, Economics, or related field is required; PhD is a plus
  • 4-8 years' relevant experience leading supervised machine learning projects 
  • Expert in using machine learning to solve multiclass classification problems in a production scoring environment; use of deep learning methods is desired
  • Experience with a broad range of machine learning methods including neural nets, SVM, decision trees, regression, and ensembling techniques
  • Experience developing and/or maintaining an AI solution; experience with intelligent virtual assistants (IVAs) or chatbots is desired
  • Knowledge of one or more commercial IVA/bot solutions is strongly desired (Slack Bots, IBM Cognitive Services, Dialog Flow, etc.)
  • Ability to develop supervised solutions using a range of regression techniques including OLS, GLS, and limited dependent variable models
  • Expert in implementing supervised learning solutions using the following languages : R, Python, SQL (PostgreSQL desired); other language experience is a plus
  • Experience delivering solutions using large datasets (multi-Gb or larger)
  • Expert at data wrangling both structured and unstructured data
  • Ability to integrate both structured and unstructured data in a single supervised learning solution
  • Ability to work within a modern big data environment (AWS, MS Azure, IBM Bluemix, etc.) 
  • Experience in the use of IBM or MS cloud analytic services is a plus
  • Ability to translate client requests into approach statements and project plans 
  • Experience developing resource plans for supervised learning projects 
  • Experience working within a formal project management method (Agile, Scrum, etc.) is desired
  • Experience managing projects staffed with data scientists and/or data engineers to deliver solutions
  • Direct people management experience a plus
  • Ability to work in a highly collaborative, team-oriented environment
  • Experience authoring and delivering presentations to senior decision makers is desired
  • Experience using the MS Office suite of products (Powerpoint, Word, Sharepoint etc.)




What skills you’ll need :

  • Excellent analytic and data-driven thinking skills 
  • Expertise in applying machine learning methods to solve complex business problems
  • Creative problem solving and an understanding of analytics management
  • Strong influencing skills – ability to work with cross-functional team to gather inputs and align objectives and recommendations
  • Proven project management skills – ability to manage and coordinate large and complex projects
  • Effective in process engineering and change management
  • Background in consulting a plus




Who We Are :
TTEC is a pioneer in customer experience, engagement and growth solutions. Our 40,000 employees serve customers in more than 80 countries and 50 languages across social, mobile, and digital channels.   We utilize a holistic approach, applying solutions from our four customer experience segments—Consulting, Technology, Care and Growth—to help companies provide an amazing experience to their customers, inspire customer loyalty, and grow their business. Our employees live by a set of customer-focused values that guide relationships with clients, their customers and each other.


What We Offer :

  • Performance equity, variable incentive bonus plan, 401K company match 
  • Employee recognition programs, professional development, tuition reimbursement
  • State of the art technology which allows for seamless global connectivity
  • Learning and career growth opportunities via our global footprint
  • Flexible schedules, top notch campus with on- site café and sunny patio
  • Rich wellness program and health incentives


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