Job Description

Do you dream of redefining customer interactions through the power of AI, machine learning, and multimedia analytics? Join Intuit’s Customer Success Services Analytics team as a Principal Data Scientist and lead transformative innovations in Quality of Service (QoS) analytics. We're looking for a trailblazer to unlock insights from speech, audio, and video data and set new standards for evaluating customer interactions. This is your chance to drive excellence and shape the future of customer engagement.

Why This Role Rocks:

• Impact at Scale: Your models will directly influence the quality of every customer-expert interaction across the business.
• Cutting-Edge Innovation: Work on NLP, computer vision, and deep learning applications leveraging LLMs like GPT-3 and advanced audio processing techniques.
• Collaborative Culture: Partner with cross-functional teams to bring actionable insights to life.

What You’ll Do:

• Collaborate with partners, quality management, and service delivery teams to identify business challenges and deliver analytics-driven solutions.
• Build and deploy NLP models to analyze call transcripts and uncover themes, topics, and sentiment.
• Extract insights using audio analytics, vocal analysis, and acoustic modeling.
• Apply computer vision techniques such as facial recognition and emotion detection to analyze video interactions.
• Continuously monitor and enhance model performance to stay ahead of evolving data patterns.
• Create compelling dashboards and visualizations to track Quality of Service KPIs and insights.
• Present complex data findings in a clear, actionable way to executive audiences.

What You’ll Bring:

• 10+ years of experience building ML models with audio, speech, and video data.
• Expertise in signal processing, machine learning, deep learning (RNNs, Transformers), and NLP.
• Strong hands-on experience with tools like SpeechRecognition, Librosa, PyDub, PyTorch.
• Proven ability to process and analyze large multimedia datasets.
• Exceptional communication skills to influence executive stakeholders.
• Prior experience in call center environments and technologies (CRM systems, call recording tools).
• MS or PhD in Computer Science, Statistics, Math, or a related field preferred.

Perks & Compensation:

• Competitive Salary: Bay Area ($160,000 - $216,500) | Southern California ($150,000 - $202,500)
• Incentives: Cash bonuses, equity rewards, and career growth opportunities
• Comprehensive Benefits: Health, wellness, and financial planning tools

At Intuit, we celebrate diversity, equity, and inclusion. We offer equal opportunities to all candidates regardless of race, gender, identity, or background, and we conduct regular pay equity reviews to ensure fairness.