Data Scientist / AI Engineer
About The Position
LG Electronics is seeking a versatile Data Scientist / AI Engineer to work at the intersection of data science, AI engineering, internal product, operations, and business stakeholders. This role involves analyzing large-scale operational data to identify automation and optimization opportunities, and building practical AI-powered tools to enhance Contact Center and Voice of Customer operations. The ideal candidate will be proficient in analytics and machine learning, comfortable building lightweight applications, integrating AI APIs, creating dashboards, presenting to stakeholders, and collaborating with cross-functional teams to transform ambiguous business problems into scalable solutions. This position will support contact center operations by delivering actionable insights, automating manual workflows, improving operational efficiency, and contributing to reusable AI frameworks. A primary focus is leveraging AI and contact center call data to identify agent performance gaps, customer pain points, process issues, and quality risks, and translating these findings into corrective actions and coaching recommendations for agents and supervisors. The candidate will be expected to drive measurable actions that improve agent behavior, call quality, customer experience, and overall contact center performance.
Requirements
- Bachelor’s degree in Data Science, Computer Science, Statistics, Engineering, Mathematics, or a related quantitative field.
- Strong experience with Python, SQL, data analysis, automation, and dashboard/report development.
- Experience with BI tools such as Looker, Tableau, Power BI, or similar platforms.
- Knowledge of machine learning, AI APIs, LLMs, prompt engineering, or generative AI tools.
- Ability to build internal tools or prototypes using FastAPI, Flask, JavaScript, HTML/CSS, or similar technologies.
- Strong analytical, communication, and presentation skills with the ability to translate data into business recommendations.
- Ability to manage multiple priorities and work independently in a fast-paced environment.
Nice To Haves
- Experience with contact center, customer service, CRM, telephony, QA, chatbot/IVR, or Voice of Customer data.
- Familiarity with contact center KPIs such as AHT, SLA, FCR, CSAT, NPS, backlog, and agent utilization.
- Experience with cloud platforms, AI agents, RAG, internal copilots, workflow automation, MLOps, Git, Docker, or CI/CD.
- Experience with forecasting, optimization, workforce planning, or process improvement.
Responsibilities
- Analyze contact center, customer, operational, and Voice of Customer data to identify trends, monitor KPIs, and provide actionable insights.
- Build and automate dashboards, reports, and analytics workflows using Python, SQL, BigQuery, Looker, and related tools.
- Develop AI, automation, and optimization solutions to improve contact center performance, agent productivity, quality monitoring, and customer experience.
- Build internal tools and prototypes using Python, FastAPI, APIs, and front-end technologies as needed.
- Analyze call transcripts, QA data, CRM notes, and customer feedback to identify process gaps, coaching opportunities, and improvement areas.
- Partner with business and technical stakeholders to define requirements, validate solutions, and drive adoption.
- Prepare presentations, business cases, and executive updates for analytics, AI, and automation initiatives.
Benefits
- No-cost employee premiums for you and your eligible dependents for competitive medical, dental, vision and prescription benefits.
- Auto enrollment with immediate vesting of competitive company matching contributions in a 401(k) Retirement Savings Plan with several investment options.
- Generous Paid Time Off program that includes company holidays and a combined bank of paid sick and vacation time.
- Performance based Short-Term Incentives (varies by role).
- Access to confidential mental health resources to help you and your loved ones improve your quality of life.
- Personal fitness goal incentives.
- Family orientated benefits such as paid parental leave and support for families raising children with learning, social, behavioral challenges, or developmental disabilities.
- Group Rate Life and Disability Insurance.
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Mid Level
