[Remote] Data Scientist

Note: The job is a remote job and is open to candidates in USA. EXL is seeking a Data Scientist to join the AI Enabled Call Center Efficiency and CEX team. The role involves designing, developing, and deploying NLP and LLM-powered models to enhance call center efficiency and customer experience.

Responsibilities

• 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
• You will help translate complex data into actionable insights, ensuring AI-driven solutions are not only built, but adopted and impactful
• Our 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

Skills

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

Company Overview

EXL is a provider of Transformation and Outsourcing services to Global 1000 companies in multiple industries It was founded in 1999, and is headquartered in New York, New York, USA, with a workforce of 10001+ employees. Its website is http://www.exlservice.com.

Company H1B Sponsorship

EXL has a track record of offering H1B sponsorships, with 1 in 2025, 1 in 2020. Please note that this does not guarantee sponsorship for this specific role.