Primary Location: 6305 Peachtree Dunwoody Rd, Atlanta, GA, USA Division: Cox Communications Inc Job Level: Individual Contributor Travel: No Schedule: Full-time Shift: Day Job Requisition Number: 213457 Cox Communications Description Role Summary: Cox Communications is seeking a Data Scientist for the Analytics Center of Excellence (ACoE). This role will report to an ACOE Sr. Director of Analytics. This Data Scientist role will be responsible for driving transaction reduction analytics through anomaly detection, root cause analysis, and continuous optimization analysis across the Customer Care domain. Associated scope will include (but not be limited to) truck rolls, calls, chats, and handle time anomalies, Care-related platforms and processes, telemetry and polling-related platforms. This role will be instrumental in identifying opportunities for process and platform optimizations with the overarching objective of reducing operational transactions and associated cost while simultaneously improving the customer experience. Responsibilities:
Anomaly Detection and Analysis : Responsible for anomaly detection across operational metrics, isolating such anomalies to root cause, and recommending optimizations across process, policy, and platforms to reduce transactional costs while improving the customer experience.
Reactive Anomaly: Identify anomalies across the Customer Care domain including (but not limited to) transactions relating to Account Services, Technical Support, Professional Installation, Self-Installation, Customer Onboarding, and specific Products and Devices.
Proactive Anomaly: Analyze the transaction funnel to identify optimization opportunities across process, policy, and platforms. This function will serve to 'seed new opportunities across the ACOE, driving discovery and analysis through the ACOEs Structured Innovation process.
Root Case Analysis: Deep-dive anomalies to root cause, providing actionable insights and recommendations on remediation strategies, or shaping tight problem statement to hand off to other ACOE teams.
Care Transaction Reduction : Opportunity identification and root cause isolation across Customer Care process and platform effectiveness.
Cross Channel Effectiveness : Establish measurement systems to monitor effectiveness across Care-related channels including Solutions Center (technical trouble shooting), Digital Assist, and Cox.com.
Controlled Experimentation : Design, manage, and measure controlled experiments across Care platforms and processes. Controlled experiments will be 'seeded from anomaly detection and cross channel effectiveness-related analysis.
End-to-End Measurement System: Build, test, and maintain an end-to-end measurement system that serves as the basis for anomaly detection including data engineering, anomaly model development, and visualization.
Prepare documentation, reports, and presentations that explain outcome of analytic workstreams.
Liaise with key stakeholders across Cox Communications to ensure appropriate delivery of analytics.
Graduate degree in Mathematics, Statistics, Economics, Engineering, Operations Research, or Computer Science
5+ years of experience in analytics role in ML, AI, NLP, research, predictive analytics, business analytics or similar area
Strong programming skills and ability to utilize a variety of data/analytic software/languages/tools; e.g., Spark (ML, Mllib, Spark SQL), R (caret, ggplot2), Python (pandas, numpy, scipy, scikit-learn), Scala, Java, C, Hive, SQL, SAS, Tableau, etc
Strong communication skills. The ability to successfully comprehend and communicate advanced analytics artifacts, business insights, and resulting implications to non-technical business partners
Deep understanding of data domains, models, and implications for analytics use in at least one industry including telecommunications, cable, finance, media, advertising, or similar
Graduate degree in Data Science, Machine Learning, Statistics, Mathematics, Computer Science, Operations Research, Analytics, Engineering or closely related field
Experience with anomaly detection and root cause analysis
Practical experience applying advanced ML, DP, and AI approaches to mass transaction reduction and customer experience optimization
Experience in data visualization solutions and data visualization tools
Who We Are About Cox Communications Cox Communications is committed to creating meaningful moments of human connection through broadband applications and services. The largest private telecom company in America, we proudly serve six million homes and businesses across 18 states. Were dedicated to empowering others to build a better future and celebrate diverse products, people, suppliers, communities and the characteristics that makes each one unique.
About Cox We are the Cox family of businesses. Weve been making our mark since 1898 by building and evolving world-class businesses, staying true to our values, and encouraging top talent to always look for growth and impact while building a career with us. Our primary divisions - Cox Communications and Cox Automotive - are driving a new wave of innovation, powering smart cities with powerhouse broadband communications and pioneering greener, more progressive transportation alternatives for individuals and fleet operators. Were also expanding into new spaces like cleantech and healthcare to rev up our momentum toward building a better future for the next generation. Were looking for the talent today who will be our leaders tomorrow. Sound intriguing? Learn more about where we are today, where we hope youll be going with us, and the common purpose that unites us at coxenterprises.com. Cox is an Equal Employment Opportunity employer - All qualified applicants/employees will receive consideration for employment without regard to that individuals age, race, color, religion or creed, national origin or ancestry, sex (including pregnancy), sexual orientation, gender, gender identity, physical or mental disability, veteran status, genetic information, ethnicity, citizenship, or any other characteristic protected by law. Statement to ALL Third-Party Agencies and Similar Organizations: Cox accepts resumes only from agencies with which we formally engage their services. Please do not forward resumes to our applicant tracking system, Cox employees, Cox hiring manager, or send to any Cox facility. Cox is not responsible for any fees or charges associated with unsolicited resumes.