Sr Data Scientist- Conversational AI & NLU

Citizens • Westwood, MA

3h • Hybrid

About The Position

The Senior Data Scientist – Conversational AI & NLU is responsible for designing, developing, evaluating, and optimizing conversational AI solutions across chat and voice channels. This role focuses on GenAI-driven conversational experiences, agentic multi‑turn conversations, and rigorous evaluation of NLU and LLM-based systems, while serving as a primary interface between business stakeholders and data science delivery teams.

Requirements

• Master’s or Ph.D. in Computer Science, Data Science, Machine Learning, or a related quantitative field
• 5+ years of experience in data science, with at least 3+ years focused on conversational AI, NLU, or NLP-driven systems
• Strong programming and analytical skills in Python, applied primarily to modeling, experimentation, and evaluation
• Hands-on experience with LLM Evaluation frameworks like RAGAS, DeepEval, LangSmith, etc.
• Proven ability to design, run, interpret, and communicate the results of NLU and conversational AI experiments, translating insights into concrete model and conversation improvements
• Experience supporting text- and voice-based, multi-turn, actionable conversational experiences within contact center or customer-facing platforms
• Strong communication skills with demonstrated ability to explain complex analytical concepts to technical and non-technical stakeholders

Nice To Haves

• Hands-on experience with Amazon Connect, Amazon Bedrock, or Amazon Lex
• Practical experience applying LLMs and GenAI techniques to conversational or customer experience use cases
• Familiarity with IVR analytics, conversational logging frameworks, call transcripts, and speech-to-text data analysis
• Experience working in banking, financial services, or other regulated enterprise environments

Responsibilities

• Design, develop, and optimize GenAI-powered conversational AI solutions using advanced prompting strategies, structured evaluation frameworks, continuous monitoring, and solution performance reporting
• Build and improve agentic, multi-turn conversational experiences with robust context management, memory strategies, and conversation state handling
• Own experimentation and evaluation of NLU, LLM, and conversational AI solutions, including hypothesis definition, metric design, error analysis, and recommendation of targeted improvements
• Act as the primary data science partner to business stakeholders by gathering requirements, clarifying objectives, translating needs into actionable analytical and modeling tasks, and driving execution to measurable outcomes
• Assign, coordinate, review, and provide technical guidance on work delivered by onshore and offshore data scientists, ensuring analytical rigor, consistency, and timely delivery
• Support end-to-end delivery of conversational AI and NLU capabilities for IVR and chat solutions, including intent understanding, entity extraction, dialogue flows, and conversational quality assessment
• Analyze conversation data such as chat logs, call transcripts, and speech-to-text outputs to identify gaps, failure modes, and optimization opportunities across user journeys
• Define and report solution-level KPIs related to conversation success, containment, task completion, accuracy, customer effort, and overall experience quality
• Ensure conversational AI solutions align with enterprise standards, governance, and regulatory expectations, particularly in highly regulated environments

Benefits

• competitive pay
• comprehensive medical, dental and vision coverage
• retirement benefits
• maternity/paternity leave
• flexible work arrangements
• education reimbursement
• wellness programs
• paid time off policy exceeds the mandatory, paid sick or paid time-away policy of every local and state jurisdiction in the United States

What This Job Offers

• Job Type: Full-time
• Career Level: Senior
• Education Level: Ph.D. or professional degree
• Number of Employees: 5,001-10,000 employees