Senior Data Scientist – Contact Intelligence & Commercialization

CVS Health•New York, MA

2d•$83,430 - $222,480

About The Position

We are seeking a highly curious, impact-driven Senior Data Scientist to play a critical role in advancing Contact Intelligence (CI) as an enterprise capability. This role is ideal for someone passionate about transforming customer interaction insights into measurable business outcomes through analytics, experimentation, AI, and strategic problem solving. In this role, you will partner closely with Product, Customer Experience, Service Operations, Digital, and Analytics stakeholders to identify opportunities, quantify business impact, and operationalize insights generated by Contact Intelligence across the enterprise. This role will play a key role in advancing Contact Intelligence adoption, value realization, and commercialization efforts by identifying high-value use cases, validating business impact, and partnering with stakeholders to scale successful solutions. You will help determine where the largest opportunities exist, develop analytical frameworks that support prioritization and decision-making, and enable stakeholders to integrate Contact Intelligence insights into products, operational processes, customer experience initiatives, and strategic investments, and emerging commercialization opportunities. Your work will span opportunity identification, solution incubation, business case development, experimentation, impact measurement, value realization, and the development of scalable applications enabled by Contact Intelligence across internal and external use cases. The ideal candidate combines strong analytical depth with a product and business mindset, demonstrating the ability to translate insights into action, measurable business outcomes, and scalable solutions.

Requirements

3+ years of experience in advanced analytics, decision science, or applied AI/ML
3+ years of hands‑on experience with SQL and Python, with experience deploying analytics or AI solutions in cloud environments (GCP, AWS, or Azure)
Hands-on experience applying LLMs, NLP, or GenAI techniques to text data to extract insights (e.g., call transcripts, chat logs, conversational data).
Experience deploying and maintaining models or analytical assets in production, including monitoring and iteration.
Strong communication skills, with the ability to present insights clearly to both technical and non‑technical stakeholders.
Experience developing analytical frameworks that influence business decisions, product strategy, operational improvements, or customer experience outcomes.
Strong problem-solving skills with the ability to structure ambiguous business problems and translate them into analytical solutions.
Experience with version control (Git) and modern analytics or data science workflows.

Nice To Haves

Experience working with call center, virtual assistant, or contact center data (voice, transcripts, chat, IVR, routing, agent interactions).
Experience analyzing digital, customer interaction, or call‑center data.

Responsibilities

Advance Contact Intelligence (CI) as an enterprise capability.
Transform customer interaction insights into measurable business outcomes through analytics, experimentation, AI, and strategic problem solving.
Partner with Product, Customer Experience, Service Operations, Digital, and Analytics stakeholders to identify opportunities, quantify business impact, and operationalize insights generated by Contact Intelligence.
Identify high-value use cases, validate business impact, and partner with stakeholders to scale successful solutions.
Determine where the largest opportunities exist.
Develop analytical frameworks that support prioritization and decision-making.
Enable stakeholders to integrate Contact Intelligence insights into products, operational processes, customer experience initiatives, and strategic investments, and emerging commercialization opportunities.
Conduct opportunity identification, solution incubation, business case development, experimentation, impact measurement, and value realization.
Develop scalable applications enabled by Contact Intelligence across internal and external use cases.