Remote Data Scientist - AI & NLP for IT Call Centers

Koniag Services, Inc.; Nashville, Northern (TN, KY); Hybrid; USD 120,000 - 190,000; Full time

Benefits offered by this job

Medical insurance

Dental insurance

Vision insurance

401(k)

Paid time off

Parental leave

Life and disability insurance

Flexible spending accounts

Commuter benefits

Tuition reimbursement

Job summary

Koniag Services Inc. seeks a Data Scientist to design, develop, and deploy advanced data science and ML solutions for IT call center performance and customer experience.

You will work with government stakeholders and AWS experts to translate complex data into actionable insights and scalable cloud-native architectures. Responsibilities include end-to-end model development, NLP analytics, predictive forecasting, MLOps, and executive-facing briefings, all while ensuring FedRAMP and GovCloud

Qualifications

• Master's degree in Data Science, Statistics, Mathematics, CS, ML, or related field; relevant experience may substitute.
• 4+ years hands-on data science experience designing, developing, deploying ML models in operational env.
• Experience with NLP, predictive analytics, and ML solutions using Python and ML frameworks.
• Experience with AWS AI/ML services (SageMaker, Comprehend, Transcribe) or equivalent.

Responsibilities

• Lead end-to-end development and refinement of ML/AI solutions addressing IT Call Center challenges.
• Collaborate with leadership, data analysts, and AWS practitioners to scope high-value use cases.
• Design and execute data pipelines for multi-source call center data.
• Develop, train, validate, and deploy supervised, unsupervised, and RL models.
• Design NLP/text analytics on transcripts, logs, and feedback for insights.
• Forecast call volumes, staffing, and SLA risk; enable proactive decisions.
• Build cloud-native architectures on AWS with SageMaker, Bedrock, Lambda, Kinesis, Glue.
• Develop MLOps pipelines: versioning, retraining, CI/CD, monitoring, drift detection.
• Create dashboards and executive-ready briefs for leadership, ensure reporting integration.
• Ensure compliance with FedRAMP, data privacy, and GovCloud policies.
• Mentor analysts and document technical solutions; stay current with ML trends.
• Support business development with data-science narratives and proposals.

Skills

English communication

Python for data science

ML theory & practice

NLP & text analytics

SageMaker / AWS ML

SQL & NoSQL

MLOps

Data visualization

Experimental design / A/B testing

Education

Master's degree in Data Science/related

4+ years data science experience

NLP/ML in production

AWS AI/ML services experience

Large multi-source datasets experience

Tools

Amazon SageMaker

AWS GovCloud

S3/SQL tooling

Job description

Koniag Services Inc. seeks a Data Scientist to design, develop, and deploy advanced data science and ML solutions for IT call center performance and customer experience.

You will work with government stakeholders and AWS experts to translate complex data into actionable insights and scalable cloud-native architectures. Responsibilities include end-to-end model development, NLP analytics, predictive forecasting, MLOps, and executive-facing briefings, all while ensuring FedRAMP and GovCloud