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Modeler – Operations & Call Center Efficiency

Company

EXL

Location

Gurugram, Haryana

Posted

June 20, 2026

Position Overview

  • Develop and optimize machine learning models for call deflection prediction, intelligent routing, and automated quality monitoring.
  • Apply NLP techniques to analyze call transcripts and digital interaction logs to classify intent, detect topics, and surface automation opportunities.
  • Perform feature engineering on structured and unstructured operational data sources including CRM records, call logs, and interaction metadata.
  • Support end-to-end model lifecycle activities including data preparation, model training, evaluation, documentation, and performance monitoring.
  • Design and execute A/B tests or champion-challenger evaluations to measure model impact on operational KPIs.
  • Collaborate with contact center operations and technology teams to understand workflows and integrate model outputs into existing systems.
  • Prepare clear model documentation covering methodology, assumptions, performance metrics, and monitoring plans.
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