Senior Data Scientist - Contact Intelligence...

We are seeking a highly curious, impact-driven Senior Data Scientist to play a critical role in advancing Contact Intelligence (CI) as an enterprise capability. This role is ideal for someone passionate about transforming customer interaction insights into measurable business outcomes through analytics, experimentation, AI, and strategic problem solving.

In this role, you will partner closely with Product, Customer Experience, Service Operations, Digital, and Analytics stakeholders to identify opportunities, quantify business impact, and operationalize insights generated by Contact Intelligence across the enterprise.

This role will play a key role in advancing Contact Intelligence adoption, value realization, and commercialization efforts by identifying high-value use cases, validating business impact, and partnering with stakeholders to scale successful solutions. You will help determine where the largest opportunities exist, develop analytical frameworks that support prioritization and decision-making, and enable stakeholders to integrate Contact Intelligence insights into products, operational processes, customer experience initiatives, and strategic investments, and emerging commercialization opportunities.

Your work will span opportunity identification, solution incubation, business case development, experimentation, impact measurement, value realization, and the development of scalable applications enabled by Contact Intelligence across internal and external use cases.

The ideal candidate combines strong analytical depth with a product and business mindset, demonstrating the ability to translate insights into action, measurable business outcomes, and scalable solutions., + 3+ years of experience in advanced analytics, decision science, or applied AI/ML

• 3+ years of hands-on experience with SQL and Python , with experience deploying analytics or AI solutions in cloud environments (GCP, AWS, or Azure)

• Hands-on experience applying LLMs, NLP, or GenAI techniques to text data to extract insights (e.g., call transcripts, chat logs, conversational data).

• Experience deploying and maintaining models or analytical assets in production , including monitoring and iteration.

• Strong communication skills , with the ability to present insights clearly to both technical and non-technical stakeholders.

• Experience developing analytical frameworks that influence business decisions , product strategy, operational improvements, or customer experience outcomes.

• Strong problem-solving skills with the ability to structure ambiguous business problems and translate them into analytical solutions.

• Experience with version control (Git) and modern analytics or data science workflows.

Preferred Qualifications

• Experience working with call center, virtual assistant, or contact center data (voice, transcripts, chat, IVR, routing, agent interactions).

• Experience analyzing digital, customer interaction, or call-center data.

Education

• Bachelor’s degree or equivalent work experience in Mathematics, Statistics, Computer Science,Analytics,Engineering, or related discipline. Master’s degree preferred

This pay range represents the base hourly rate or base annual full-time salary for all positions in the job grade within which this position falls. The actual base salary offer will depend on a variety of factors including experience, education, geography and other relevant factors. This position is eligible for a CVS Health bonus, commission or short-term incentive program in addition to the base pay range listed above.

Our people fuel our future. Our teams reflect the customers, patients, members and communities we serve and we are committed to fostering a workplace where every colleague feels valued and that they belong.

Great benefits for great people

We take pride in offering a comprehensive and competitive mix of pay and benefits that reflects our commitment to our colleagues and their families.

This full-time position is eligible for a comprehensive benefits package designed to support the physical, emotional, and financial well-being of colleagues and their families. The benefits for this position include medical, dental, and vision coverage, paid time off, retirement savings options, wellness programs, and other resources, based on eligibility.