Senior Manager, Data Science & Service Intelligence

Architecting and maintaining reliable data pipelines and API integrations across Genesys Cloud, Salesforce, Google BigQuery, and internal platforms, breaking down operational silos in collaboration with central Data and Technology teams. Personally developing predictive models, statistical forecasts (e.g., volume, handle time, attrition risk), and controlled experimentation pilots using Python and advanced SQL, providing the analytical modeling engine for Workforce Management and operational planning. Owning the end-to-end measurement framework for conversational AI across voice and chat (containment, resolution accuracy, escalation behavior, unit cost), analyzing conversation transcripts at scale to uncover failure points and steer model improvements with automation teams.

Have 5+ years of experience in analytics, data science, or a related quantitative technical field, including at least 2 years directly leading, mentoring, or guiding the technical work of analysts. Have advanced SQL proficiency querying cloud data warehouses (e.g., Google BigQuery) and working proficiency in Python or R for statistical analysis and predictive modeling. Have hands-on experience integrating multi-source operational data (telephony, CRM, data warehouses), creating data pipelines/APIs, and developing enterprise-grade business intelligence reporting (e.g., Power BI).

Work with diverse team members in an inclusive and collaborative environment This job posting is for an existing vacancy. We’re looking for our next Senior Manager, Data Science & Service Intelligence. Could It Be You? The Sr. Manager, Data Science & Service Intelligence is accountable for rebuilding how Sales & Service leverages data, predictive models, and conversational AI to drive operational decisions. Operating as a hands-on player-coach, this role leads the transformation of reporting into predictive service intelligence, establishing governed metrics in BigQuery and Power BI while connecting telephony, CRM, and cloud warehouse ecosystems. The role partners cross-functionally with Workforce Management, Product, Technology, and operational leadership to isolate root causes of friction and measurably elevate client experience across channels Need more details? Keep reading… In this role, responsibilities include but are not limited to: Establishing and owning the metric framework for Sales & Service as a single source of truth, building governed data models in Google BigQuery and self-serve Power BI dashboards while retiring redundant legacy reporting and enforcing data quality and lineage standards.

This job posting is for an existing vacancy. We’re looking for our next Senior Manager, Data Science & Service Intelligence. Could It Be You? The Sr. Manager, Data Science & Service Intelligence is accountable for rebuilding how Sales & Service leverages data, predictive models, and conversational AI to drive operational decisions. Operating as a hands-on player-coach, this role leads the transformation of reporting into predictive service intelligence, establishing governed metrics in BigQuery and Power BI while connecting telephony, CRM, and cloud warehouse ecosystems. The role partners cross-functionally with Workforce Management, Product, Technology, and operational leadership to isolate root causes of friction and measurably elevate client experience across channels Need more details? Keep reading… In this role, responsibilities include but are not limited to: Establishing and owning the metric framework for Sales & Service as a single source of truth, building governed data models in Google BigQuery and self-serve Power BI dashboards while retiring redundant legacy reporting and enforcing data quality and lineage standards. Architecting and maintaining reliable data pipelines and API integrations across Genesys Cloud, Salesforce, Google BigQuery, and internal platforms, breaking down operational silos in collaboration with central Data and Technology teams.

Establishing and owning the metric framework for Sales & Service as a single source of truth, building governed data models in Google BigQuery and self-serve Power BI dashboards while retiring redundant legacy reporting and enforcing data quality and lineage standards. Architecting and maintaining reliable data pipelines and API integrations across Genesys Cloud, Salesforce, Google BigQuery, and internal platforms, breaking down operational silos in collaboration with central Data and Technology teams. Personally developing predictive models, statistical forecasts (e.g., volume, handle time, attrition risk), and controlled experimentation pilots using Python and advanced SQL, providing the analytical modeling engine for Workforce Management and operational planning.

Have hands-on familiarity with Genesys Cloud and Salesforce operational data models. Have experience with analytics engineering practices and tooling (e.g., dbt, data transformation modeling, orchestration) Compensation Information:

Have advanced SQL proficiency querying cloud data warehouses (e.g., Google BigQuery) and working proficiency in Python or R for statistical analysis and predictive modeling. Have hands-on experience integrating multi-source operational data (telephony, CRM, data warehouses), creating data pipelines/APIs, and developing enterprise-grade business intelligence reporting (e.g., Power BI). Have a demonstrated track record taking a predictive model, statistical forecast, or experiment from initial concept to active business implementation that directly influenced operational decisions.