Data Scientist - Contact Intelligence

Insight Global; Hartford (CT); On-site; USD 120,000 - 155,000; Full time

Job summary

Insight Global's healthcare client is seeking a Data Scientist to join their AI Enabled Call Center Efficiency and CEX team. In this role, you will design, develop, and deploy NLP and LLM-powered models that extract meaning, intent, outcomes, and sentiment from call, chat, and other digital interactions.

The team partners with Service Operations and Customer Experience to drive improvements across the call center.

Qualifications

• 3+ years of data science experience in NLP or ML.
• Production experience deploying LLM-based solutions in cloud environments.
• Strong Python and SQL skills.
• Experience with GCP and conversational AI frameworks.
• Ability to design evaluation frameworks for model quality.

Responsibilities

• Design, develop, and deploy NLP/LLM-powered models for intent, outcomes, and sentiment.
• Extract meaning from call/chat interactions and translate into actionable insights.
• Collaborate with Service Operations and Customer Experience stakeholders.
• Ensure AI solutions are built, adopted, and impactful.

Skills

Data Science

NLP

LLM

Python

SQL

Prompt engineering

Model evaluation

GCP

Tools

LangChain

RAG

Dialog systems

Job description

Job Description

Insight Global's healthcare client is seeking a Data Scientist to join their AI Enabled Call Center Efficiency and CEX team. In this role, candidates will design, develop, and deploy NLP and LLM-powered models that extract meaning, intent, outcomes, and sentiment from call, chat, and other digital interactions. Candidates will help translate complex data into actionable insights, ensuring AI-driven solutions are not only built, but adopted and impactful.

The team partners closely with Service Operations and Customer Experience stakeholders to drive improvements across the call center. As a Data Scientist, you will contribute to a mission to simplify the customer journey, reduce avoidable call volume, and improve call center efficiency by turning unstructured customer interactions into structured, actionable intelligence.

We are a company committed to creating diverse and inclusive environments where people can bring their full, authentic selves to work every day. We are an equal opportunity/affirmative action employer that believes everyone matters. Qualified candidates will receive consideration for employment regardless of their race, color, ethnicity, religion, sex (including pregnancy), sexual orientation, gender identity and expression, marital status, national origin, ancestry, genetic factors, age, disability, protected veteran status, military or uniformed service member status, or any other status or characteristic protected by applicable laws, regulations. If you need assistance and/or a reasonable accommodation due to a disability during the application or recruiting process, please send a request to [e-mail] learn more about how we collect, keep, and process your private information, please review Insight Global's Workforce Privacy Policy: https://insightglobal.com/workforce-privacy-policy/.

Skills and Requirements

1. 3+ years of experience in Data Science, applied NLP, or machine learning
2. Production experience building LLM-based solutions in cloud environments
3. Hands-on experience with prompt engineering and fine-tuning transformer-based models
4. Experience with NLP, text classification, text embeddings, and clustering
5. Ability to design and build evaluation frameworks to measure model quality, including detecting hallucinations and assessing LLM output reliability
6. Experience working with limited or noisy labeled data
7. Strong error analysis and systematic debugging skills to diagnose and improve model performance
8. Ability to produce clean handoffs to data engineering, including documentation, artifacts, and monitoring recommendations
9. Strong proficiency in Python and SQL; Healthcare or contact center domain experience
10. Experience with Google Cloud Platform (GCP)
11. Experience with conversational AI frameworks (e.g., LangChain, RAG, dialog systems)