Machine Learning Engineer – NLP & Customer Analytics

About the Role

We are seeking a Machine Learning Engineer to help build and deploy data‑driven models that improve customer experience, retention, and marketing performance. This role focuses on applying machine learning and NLP to real‑world customer data, including call center transcripts and behavioral datasets.

Responsibilities

• Analyze call center transcripts and unstructured text data using NLP to:
  • Detect customer sentiment and intent
  • Identify churn risk and customer complaints
  • Surface upsell and cross‑sell opportunities
• Develop and deploy machine learning models for:
  • Customer churn prediction
  • Next Best Offer / personalization
  • Campaign targeting and uplift modeling
• Create customer segments and propensity models
• Support A/B testing, experimentation, and campaign optimization
• Work with diverse data sources such as customer usage, billing, CRM, and call logs
• Collaborate with data, analytics, and business teams to translate insights into action
• Deploy, monitor, and improve ML models in production environments

Required Qualifications

• Strong Python skills (Pandas, scikit‑learn, TensorFlow or PyTorch)
• Hands‑on experience with machine learning and NLP
• Solid SQL and data manipulation skills
• Experience working with customer, marketing, or behavioral data
• Experience working with unstructured data, including text and transcripts
• Comfortable taking models from development through production
• Experience in telecom, subscription‑based, or recurring revenue businesses
• Background in recommendation systems, personalization, or uplift modeling
• Familiarity with speech analytics or call center data
• Experience supporting experimentation frameworks or A/B testing

Contract: 6‑month (W2 only – NO C2C)
Location: Remote, United States