Lead Optimization Researcher

Job title:

Lead Optimization Researcher

Company

Afiniti

Job description

At Afiniti, we are a leading provider of artificial intelligence technology that elevates the customer’s experience by making moments of human connection more valuable. Our mission is rooted in a simple yet powerful idea: understanding patterns of human behavior enables us to predict how people will interact and create meaningful connections.Using our patented AI technology, we revolutionize the contact center industry by pairing customers with the most compatible contact center agents. By doing so, we enhance the entire customer journey, resulting in exceptional experiences and improved outcomes for all parties involved.Our transformative technology has generated billions of dollars in incremental value for our esteemed clients, which include Fortune 500 companies across diverse industries such as financial services, telecommunications, travel, and hospitality. We take pride in our global reach and impact, with our solutions being leveraged by organizations around the world.To learn more about Afiniti and the groundbreaking work we do, visit www.afiniti.com.About the roleAfiniti is seeking a Lead Optimization Researcher to spearhead our research and development efforts in optimizing agent-customer pairing within contact centers. The successful candidate is a hands-on research leader with a track record of delivering optimization algorithms to production and will support the lifecycle of developing and implementing constrained optimization models in Afiniti’s flagship behavioral pairing products.Responsibilities

• Technical and scientific leadership: Lead the design and implementation of constrained optimization models for agent-customer pairing in Afiniti’s flagship behavioural pairing products.
• Performance optimisation and automation: Enhance the efficiency and accuracy of optimization algorithms, ensuring they are sufficiently automatable and scalable for large-scale production deployment.
• Technical mentorship: Provide guidance and mentorship to junior team members, fostering best practices in optimization model development and implementation.
• Innovation and research: Investigate emerging technologies and methodologies to drive innovation in optimization strategies and product development.
• Collaborative problem solving: Work closely with cross-functional teams to address complex technical challenges related to agent-customer pairing optimisation.
• Continuous learning: Stay updated with industry trends and best practices in optimisation techniques, contact centre technologies, and AI advancements.

Requirements

• Optimisation Expertise: Advanced knowledge of constrained optimization techniques, including linear programming, integer programming, causal inference, nonlinear optimisation, reinforcement learning and contextual bandits.
• Strong Publication Record: Publications in top optimization, operations research, and machine learning conferences and journals.
• Programming Skills: Proficient in Python, R, or MATLAB, with expert-level understanding of optimisation libraries and packages. Additionally, should be comfortable building small applications using Docker and working with DevOps tools like Jenkins.
• Data Analysis and Statistical Modelling: Hands-on experience with data analysis, statistical modelling, and hypothesis testing.
• Contact Centre Technologies: Familiarity with CRM systems, call routing software, and customer interaction analytics.
• Production Experience: Proven track record of delivering optimisation algorithms to production, ideally within the context of a SaaS-based product.
• Problem-Solving Skills: Exceptional analytical and problem-solving abilities to tackle complex optimisation challenges.
• Communication and Leadership: Excellent communication skills and demonstrated leadership experience in guiding and mentoring junior team members.
• Continuous Learning: Commitment to staying updated with industry trends and best practices in optimisation techniques and contact centre technologies.
• Educational Background: Ph.D. or master’s in computer science, Operations Research, or a related field.

Expected salary

Location

Dublin

Job date

Wed, 16 Apr 2025 01:06:53 GMT

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