Data Scientist, AI & Customer Care Analytics

NRG; Calgary; On-site; CAD 90,000 - 130,000; Full time

Job summary

Direct Energy, an NRG company, seeks a Data Scientist for Customer Care Analytics to develop and deploy ML, forecasting, and Generative AI solutions that enhance customer outcomes and operational efficiency.

You will partner with Customer Care, Billing, Workforce Management, and Technology teams to turn data into actionable insights, build dashboards, and govern AI initiatives, influencing business decisions with data-driven storytelling.

Qualifications

• Bachelor's degree in Data Science, Statistics, Mathematics, CS, Engineering, Economics, OR related quantitative field.
• 3+ years of experience in data science, advanced analytics, ML, forecasting, or related roles.
• Experience developing predictive, forecasting, optimization, or statistical models in a business environment.
• Strong proficiency with SQL and Python.
• Experience working with large and complex datasets.
• Experience applying statistical analysis and quantitative problem‑solving techniques.
• Experience communicating analytical findings to non‑technical stakeholders.
• Experience developing dashboards or reports using Power BI, Tableau, or similar tools.

Responsibilities

• Develop and deploy statistical, ML, forecasting, optimization, and Generative AI solutions that improve customer outcomes and operational performance.
• Translate business problems into analytical approaches and actionable recommendations.
• Evaluate when reporting, analytics, ML, or LLM-based solutions are most appropriate.
• Design, build, validate, and maintain predictive, forecasting, and AI models.
• Establish model performance standards, monitoring frameworks, and governance controls.
• Identify model drift, performance degradation, and opportunities for retraining or enhancement.
• Acquire, integrate, and prepare data from multiple sources for analytical and AI applications.
• Develop scalable analytical workflows, data pipelines, and reusable data assets using modern analytics tools.
• Apply best practices for testing, documentation, version control, and deployment.
• Partner with business leaders to identify analytics opportunities and communicate findings to both technical and non‑technical audiences.
• Evaluate emerging technologies and drive innovation through analytics, AI, and automation initiatives.
• Develop dashboards, reports, scorecards, and data visualizations to support decision making.
• Translate analytical outputs into clear business insights and performance measures.
• Ensure reporting accuracy and alignment with business definitions.

Skills

SQL

Python

Power BI

Tableau

Large datasets

Data storytelling

Education

Bachelor's degree in Data Science/Statistics/CS/Engineering

Tools

Azure OpenAI

Databricks

MLflow

Azure AI

Job description

Direct Energy, an NRG company, seeks a Data Scientist for Customer Care Analytics to develop and deploy ML, forecasting, and Generative AI solutions that enhance customer outcomes and operational efficiency.

You will partner with Customer Care, Billing, Workforce Management, and Technology teams to turn data into actionable insights, build dashboards, and govern AI initiatives, influencing business decisions with data-driven storytelling.