At Probe Group, we're powered by passion, driven by curiosity, enriched by a purpose to do it better. We work hard and love a good challenge (or multiple). With clients spanning across the Pacific, Asia and North America, we’re no stranger to thinking big and working with innovative minds to achieve great success. We are dedicated to doing things better than the day before, and our exponential growth is living proof that we have stayed true to this ethos. At Probe, expect to think differently, challenge the norm and find your purpose.
At Probe, expect to think differently, challenge the norm and find your purpose.
Why Probe?
Probe amplifies human capabilities with technological excellence. In a world that has never been more competitive, we create blueprints for delivering exceptional CX, combine the latest technology with people, process and data, and provide organisations with complete end-to-end service for customer operations.
Step into the Data Scientist position at Probe Group, an industry-leading customer experience and digital transformation provider with over 19,000 employees across five countries and multiple brands.
About the Role
The Data Scientist will play a critical role in exploring 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 AI and generative AI. The data scientists will have to ensure 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. As the data scientists working in the solution space, you’ll get to encounter, familiarise, configure/customise and use a wide range of innovative AI solutions amongst others to solve real-world problems with commercial implications.
Key Responsibilities:
Domain knowledge and thought leadership
● 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 AI, 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.
Culture contribution and employee value proposition
● 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.
Solutions delivery and impact measurement
● 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.
Qualifications and Typical Experience
● 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.
● 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, 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.
Top Skills
What We Do
At Probe CX, we help our clients become modern digital organisations.
With a dedicated team of 19,000-plus staff across five countries, including Australia, New Zealand, the Philippines, the United States, and India, we create blueprints for delivering exceptional CX. We combine the latest technology with people, processes, and data, and provide businesses with complete end-to-end service for customer operations.
In a world that has never been more competitive, Probe CX creates innovative, contemporary digital solutions with a human touch to help unlock trapped value and establish a foundation for service-led value creation that is socially responsible and sustainable.
Having worked with clients across various industries, ranging from household names to ambitious start-ups, Probe CX is committed to helping organisations create environments for digitally-enabled CX to thrive
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