Job Title

Sr Data Analyst Location: CanadaBe a part of a transformational journey with innovative talent and leading-edge technologies.Join our teamWere a customer-driven and product-minded team within TELUS DIGITAL, responsible for key Artificial Intelligence initiatives, specifically designing, building, and developing Voice and Chatbot solutions.Heres the impact youll make and what well accomplish togetherAs a Data Analyst, you will provide critical insights to various stakeholder groups within TELUS DIGITAL, driving the optimization of automated experiences for our customers. You will move beyond simple reporting to uncover deep trends within our Voice (IVR) and Chatbots using advanced scripting and machine learning techniques.You will work closely with our Product Owners and Conversational Architects to identify innovative solutions that optimize existing functionality and drive operational efficiencies. Collectively, the passion and energy we possess will enable us to transform highly complex unstructured data into exceptional automated experiences for our team members, as well as internal and external customers.Heres howProviding an outside-in view to help the team evolve: Translate complex technical findings into clear, narrative-driven reports for non-technical stakeholders.Demonstrate a passion to learn quickly and adapt to new technologies: Specifically in the realms of NLP and Generative AI.Develop automated analysis: utilizing Python to extract, clean, and analyze large datasets, with a heavy focus on parsing unstructured text data (chat logs, transcripts).Apply Machine Learning: Develop and deploy lightweight machine learning models for clustering, intent classification, and anomaly detection to automate insights.Conducting ongoing proactive analysis: Monitor our virtual assistant quality, measuring 'Intent Recognition' accuracy and identifying drop-off points in conversation flows.Discover and analyze business requirements: Be the advocate for the customer while also understanding existing technology capabilities.Bring creativity and logic: Use strong logic skills to work in a dynamic, challenging, and consultative environment.Collaborate: Meet with customers, users, and development partners to validate data findings and influence the product roadmap.Qualifications - InternalYou're the missing piece of the puzzle if you have:Strong Scripting Expertise: Advanced proficiency in Python (pandas, numpy, scikit-learn) is essential. Experience with R is acceptable if willing to transition.Unstructured Data & NLP: Demonstrated experience working with non-tabular data, applying NLP techniques to mine insights from unstructured text using libraries such as NLTK, spaCy, or similar.Machine Learning: Practical experience applying ML concepts (Regression, Classification, Clustering) to real-world business problems.Analytical Mindset: Strong analytical, creative thinking, decision-making skills, and the ability to think outside the box to drive continuous improvement.SQL Mastery: The ability to write and optimize complex SQL queries to retrieve customer data from databases and analyze conversational logs.Data Visualization: Ability to visualize data to identify areas for improvement using tools like Tableau, Looker, or Python libraries.A reputation as a self-starter: Willing to operate nimbly to drive execution/to meet deliverables, and experience working remotely.Collaborative Spirit: Proven history of excelling in a team-based, collaborative environment, with a friendly attitude.Great-to-haves:Chatbot Analysis Experience: Proven experience specifically analyzing chatbot or IVR performance (e.g., measuring containment rates, sentiment analysis within dialogues).NLU/NLP Platform Knowledge: Familiarity with platforms like Google Dialogflow CX, IBM Watson, Amazon Lex, or Kore.AI.Generative AI Concepts: Understanding of how large language models (LLMs) work, including prompt engineering and managing model outputs.Cloud Functions: Proficiency in using Google Cloud Platform (BigQuery, Cloud Functions).Telecommunications Industry Knowledge: Familiarity with the telecommunications industry and common customer support use cases.Familiarity with the Looker portfolio.Ethical AI Principles: A solid grasp of the ethical considerations related to generative AI.To be considered for a vacancy:You must be performing at standard in your current role for a minimum of 12 months*The opportunity should be aligned with goals within your 'My Development' planYou are responsible for notifying your support person of your applicationYou must apply online *Or in accordance with the applicable collective agreement.