AddressAs part of our continual focus on growth and innovation, we are embarking on an exciting digital transformation journey to use the latest in digital, data, advanced analytics and generative AI to enhance our client service delivery model and the customer experience we provide.
About the Role :
The Data Scientist will play a critical role in exploring and evaluating the solution space provided by our technology partners that cover essential contact centre products and features all the way through to leading-edge intelligent functionality made possible by the recent advances in generative AI.
This role ensures that the underlying mechanics like data requirements, algorithms/models used and the performance of the partners' products/features that we pick and how they come together as solution options will be a good fit for the problems we are trying to solve. You'll get to encounter, familiarise, configure/customise and use a wide range of innovative generative AI solutions amongst others to solve real-world problems with commercial impact.
As the Data Scientist you will :
Develop an appreciation for and a high-level understanding of the broad trends as well as nuances of the technologies and the problem spaces in contact centre operations and CX management.
Maintain a reasonable understanding of ongoing research and product/feature releases in the space of generative AI and LLMs in particular, and what they mean for Probe.
Contribute to the uplifting of appreciation and understanding across Probe relevant research and technologies in AI and generative AI.
Contribute to the ongoing evangelism and transformation effort to instill an evidence-based, experimentation-driven decision making culture, informed by data and metrics.
The opportunity to work directly with Australia's leading organisations in the enterprise, private and public sectors, to help them understand and extract value from the innovation that Probe is doing in the AI and digital space.
Contribute to Probe's values and culture, embracing a growth mindset, intellectual rigour, humility, curiosity, and mutual respect.
Attend and participate in public forums like meetups, and contribute to ongoing research in the world of AI to raise awareness of the work we do and build up our employee value proposition.
Contribute to the solution space discovery, identify gaps that require customisation or in-house build effort and ensure fit for the problems at hand, guided by more senior members of the team.
Perform the actual customisation of existing or implementing new solutions that require advanced analytics or AI techniques in a composable manner to maximise reusability to close any gaps encountered during the solution space discovery exercise.
Contribute to the rationalisation of partners' AI products/features in the solution space to keep fragmentation low by comparing and evaluating overlapping or similar solutions.
Conduct hypothesis design and measurement of solutions deployed to contact centre operations, to understand efficacy against hypothesised uplift on financial drivers and metrics.
Key Skills and Attributes Required:
Some experience working in cross-functional teams designing and implementing software products for consumer or enterprise is highly advantageous.
Postgraduate degree(s) in Computer Science majoring in Natural Language Processing, Information Retrieval and/or Machine Learning.
Deep expertise in NLP and language modeling, with the ability to extract insights from diverse, noisy unstructured data.
Strong grasp of key ML concepts and experience in applying them (e.g., feature engineering, supervised, unsupervised, reinforcement learning).
Familiarity with workbenches, tools and platforms like Sagemaker, Vertex AI, etc, to prepare and analyse data, and create, train and deploy models.
Comfortable with programming/scripting skills using languages like Python, Scala, SQL, etc, as well hands-on familiarity with cloud storage services like S3, DynamoDB or data warehousing technology like Snowflake can be helpful.
Previous experience in the broader CX sector is an added advantage.
Note this is an Australian based role, located in Melbourne Vic
What we can offer you
Competitive salary package
New members to the team can expect to be onboarded into an environment that has the necessary upfront thinking done (e.g., playbooks, lean frameworks) with the opportunity to further influence and refine, allowing you to hit the ground running and deliver results.
Hybrid working model to enhance your work/life balance.
Ditch the formal wear and opt for a stylish Probe T-shirt instead.
Attend and participate in public forums like digital, technology and CX meetups, and contribute to efforts to raise awareness of the work we do and build up our employee value proposition
Access to a trusted mental health and wellbeing app, with unlimited use
Acknowledgment and celebration of achievements, both big and small, because we recognize and appreciate your hard work. Celebrate your victories with us!
Whether you specialize in NLP/NLU/NLG or possess a passion for working with unstructured data, this role is tailored for you. Being part of the dynamic field of AI, you'll find yourself at the forefront, experiencing the rapid pace of advancements in the industry. Join us and immerse yourself in the exciting realm of AI, contributing to meaningful solutions and staying at the leading edge of technological innovation.
