Machine Learning Engineer – NLP & Customer Analytics
Contract through the end of 2026 + possible extension into 2027
W2 only – NO C2C
Remote, in the United States
We are seeking a Machine Learning Engineer to help build and deploy data-driven models that improve customer experience, retention, and marketing performance. This role focuses on applying machine learning and NLP to real-world customer data, including call center transcripts and behavioral datasets.
What You’ll Do
- Analyze call center transcripts and unstructured text data using NLP to:
- Detect customer sentiment and intent
- Identify churn risk and customer complaints
- Surface upsell and cross‑sell opportunities
- Develop and deploy machine learning models for:
- Customer churn prediction
- Next Best Offer / personalization
- Campaign targeting and uplift modeling
- Create customer segments and propensity models
- Support A/B testing, experimentation, and campaign optimization
- Work with diverse data sources such as customer usage, billing, CRM, and call logs
- Collaborate with data, analytics, and business teams to translate insights into action
- Deploy, monitor, and improve ML models in production environments
Required Qualifications
- Strong Python skills (Pandas, scikit‑learn, TensorFlow or PyTorch)
- Hands-on experience with machine learning and NLP
- Solid SQL and data manipulation skills
- Experience working with customer, marketing, or behavioral data
- Experience working with unstructured data, including text and transcripts
- Comfortable taking models from development through production
- Experience in telecom, subscription-based, or recurring revenue businesses
- Background in recommendation systems, personalization, or uplift modeling
- Familiarity with speech analytics or call center data
- Experience supporting experimentation frameworks or A/B testing