Description
We are looking for a hands-on lead advanced analyst who has demonstrated success in building an analytics team with functional expertise in building analytical solutions. As a Senior Advanced Analyst - Digital & AI Products, you will be a trusted partner to product teams and business leaders, across marketplace teams through providing insights, recommendations, and enabling data-driven decisions.
Your primary responsibilities will include:
- Data thought partner to product and business leaders across marketplace teams through providing insights, recommendations, and enabling data-informed decisions.
- Drive day-to-day product analytics and build scalable analytical solutions.
- Develop a deep understanding of how guests and hosts interact with our CS products, including AI Assistant, IVR, and other agent-assisting tools to improve the customer experience.
A typical day will involve owning the product analytics roadmap, prioritization, and delivery of solutions in the Contact Center Product space. You will own projects from start to end, building out timelines, key milestones, providing regular updates to product managers, analytics management, and delivering against agreed timelines.
You will lead end-to-end measurement for AI systems, aligning metrics with business outcomes, user experience, and trustworthiness. You will collaborate with engineering to define scalable logging and ensure observability across agentic and LLM workflows.
You will lead the design and evaluation of A/B and causal tests to quantify the impact of AI features and optimizations. You will translate insights into strategic recommendations for senior leaders and shape product priorities through data.
You will hire, mentor, and uplevel team capability in AI analytics, experiment best practices, and storytelling.
Your expertise should include:
- 6+ years in industry experience and a degree (Masters or PhD is a plus) in a quantitative field (e.g., Statistics, Econometrics, Computer Science, Engineering, Mathematics, Data Science, Operations Research).
- Expert communication and collaboration skills with the ability to work effectively with internal teams in a cross-cultural and cross-functional environment.
- Ability to conduct rigorous analysis and communicate conclusions to both technical and non-technical audiences.
- Strong expertise in Python, SQL, A/B testing platforms, and best practices.
- Expertise in EDA, hypothesis testing, significance testing, regression, clustering techniques, concepts of NLP/Text Mining, machine learning, and deep learning techniques, language model fine-tuning, etc.
- Understanding of LLM architectures (e.g., prompt chains, retrieval augmentation, orchestration frameworks like LangChain or DSPy).
- Data engineering foundations, including ability to work with data engineering teams on pipeline design, metric computation jobs, data model changes, and maintaining reliable end-to-end metric systems.
- Familiarity with Agentic AI systems, human-in-the-loop design, and AI observability best practices.
- Experience partnering with internal teams to drive action and providing expertise and direction on analytics, data science, experimental design, and measurement.
- Experience designing and building metrics, from conception to building prototypes with data pipelines.
- Familiarity with vector stores, embeddings, prompt instrumentation, and structured logging of LLM interactions would be a plus.
- Contact center domain and marketplace domain knowledge would be a plus.
Our commitment to inclusion and belonging is to work with the broadest talent pool possible. We believe diverse ideas foster innovation and engagement, and allow us to attract creatively-led people, and to develop the best products, services, and solutions.
Note: Only Bangalore-based candidates will be considered. Relocation assistance cannot be provided.