Data Scientist, Virtual Agents

Why Asurion At Asurion, we provide over 290 million consumers around the world with simple, intuitive technology advice to help them get the most from their devices; support to fix their issues and connectivity crisis, and device protection to ensure they receive a replacement or repair. We deliver easy, instant access to a community of tech experts; to solve any technology issue you could ever have with almost any device you’ll ever own.

Our Data Science & AI team is heavily focused on empowering our agents in providing best in class service but also building generative AI solutions to increase our reach and cover many more channels.

Why Asurion At Asurion, we provide over 290 million consumers around the world with simple, intuitive technology advice to help them get the most from their devices; support to fix their issues and connectivity crisis, and device protection to ensure they receive a replacement or repair. We deliver easy, instant access to a community of tech experts; to solve any technology issue you could ever have with almost any device you’ll ever own.

Our Data Science & AI team is heavily focused on empowering our agents in providing best in class service but also building generative AI solutions to increase our reach and cover many more channels.

Our Data Science and Applied AI team sits at the heart of innovation, driving impactful solutions across customer experience, operational efficiency, and business growth. We are a diverse group of data scientists, machine learning engineers, and technical leaders working on high-impact projects, including Generative AI, predictive modeling, conversational AI, and multimodal data applications. This specific role is part of our Expert AI team, which is building the next generation of proactive tools to help our Technical Support Agents solve customer issues faster and more effectively.

The challenge is building low-latency solutions that actually enhance the support experience vs. distracting the agent while they are on a call. We collaborate closely with Product, Engineering, Analytics, and Business stakeholders to solve complex problems using advanced machine learning and statistical modeling. Our team values curiosity, ownership, and a strong bias for action. We foster a supportive environment where team members grow through mentorship, innovation, and a culture of continuous learning.

• Building proactive, real-time, AI tools that assist call center agents while they are serving customers across the voice and messaging channels.
• Measure and analyze the effectiveness and impact of these solutions across thousands of interactions per day and suggest improvements
• Experiment with latest generative LLMs to build next generative applications and boost existing ones and understand cost vs performance tradeoffs
• Design and iterate on GenAI prompts based on performance metrics and user feedback to ensure high-quality outputs and enhance overall system performance
• Use business acumen and analytical skills to identify opportunities, estimate potential, layout strategy roadmaps to solve complex business problems
• Be responsible for using analytic techniques like Machine learning, Natural Language Processing and advanced data visualizations to improve Asurion’s customers’ experiences
• Leverage deep understanding of modern machine learning techniques and their mathematical underpinning to regularly invent new and novel approaches to solve problems
• Deliver end-to-end reliable and scalable AI features in production
• Provide Data Science updates to senior executive audience
• Work with stakeholders to identify new Machine Learning/AI opportunities
• Define platform and operation improvement opportunities, formulate data science problems
• Develop prototypes for new data product ideas and build data pipelines/flask apps for deployment
• Drive a Minimum Viable Product (MVP) test-and-learn approach and push to learn fast. Work in an iterative manner from framing problems, to building prototypes, to deploying end-to-end and reliable production-grade solutions
• Help defining and monitoring the right Key Performance Indicators (KPIs) to…