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. Monitor deployed models for drift and degradation, escalating issues...