With over 17,000 employees worldwide, the mission of the Customer Experience & Success (CE&S) organization is to empower customers to accelerate business value through differentiated customer experiences that leverage Microsoft’s products and services, ignited by our people and culture. Come join CE&S and help us build a future where customers achieve their business outcomes faster with technology that does more.
Technical Strategy and Innovation (TSI) is responsible for driving the development of a technology roadmap that aligns with the vision and goals of the Customer Service and Support (CSS) organization. The team partners with engineering groups as "Customer Zero" to deliver new and innovative capabilities that improve customer experience, enhance the agent experience, and create capacity. The team conducts research and analysis on emerging technologies and trends that can create value for the organization and Microsoft customers.
As a Data Science in TSI, you will lead the development and implementation of advanced data models and algorithms to identify patterns, trends, causality, and anomalies related TSI strategic programs and their intended business impact. You will collaborate and align across data science teams while regularly sharing findings across a broad set of stakeholders. This position will enable you to develop a deep understanding of the impact of transformative change, like Generative AI, on a large and complex customer support business.
Microsoft’s mission is to empower every person and every organization on the planet to achieve more. As employees we come together with a growth mindset, innovate to empower others and collaborate to realize our shared goals. Each day we build on our values of respect, integrity, and accountability to create a culture of inclusion where everyone can thrive at work and beyond.
Responsibilities
Response and Resolution:
- You will acquire the data necessary for your project plan and develop usable data sets for modeling. You’ll also update internal best practices for data collection and preparation and contribute to data integrity conversations with customers.
- You will evaluate your team’s models and recommend improvements as necessary, drive best practices for models, and develop operational models that run at scale. You’ll also conduct thorough reviews of data analysis and modeling techniques, and identify and invent new evaluation methods.
- You will research and maintain a deep knowledge of the industry, including trends and technologies, so that you can identify strategy opportunities and contribute to thought leadership best practices. You’ll also write extensible code that spans multiple features and develop expertise in proper debugging techniques.
- You will define business, customer, and solution strategy goals, and partner with other teams to identify and explore new opportunities. You’ll also apply a customer-oriented focus to understand their needs and help drive realistic customer expectations.
Readiness
- Understands relationship between selected models and business objectives. Ensures clear linkage between selected models and desired business objectives. Assesses the degree to which models meet business objectives. Defines and designs feedback and evaluation methods. Coaches and mentors less experienced engineers as needed. Presents results and findings to senior customer stakeholders.
Product/Process Improvement
- Writes efficient, readable, extensible code from scratch that spans multiple features/solutions. Develops technical expertise in proper modeling, coding, and/or debugging techniques such as locating, isolating, and resolving errors and/or defects. Understands the causes of common defects and uses best practices in preventing them from occurring. Collaborates with other teams and leverages best practices from those teams into work of their own team. Mentors and guides less experienced engineers in better understanding coding and debugging best practices. Builds professional-grade documents for knowledge transfer and deployment of predictive analytic models. Leverages technical proficiency of big-data software engineering concepts, such as Hadoop Ecosystem, Apache Spark, continuous integration and continuous delivery (CI/CD), Docker, Delta Lake, MLflow, AML, and representational state transfer (REST) application programming interface (API) consumption/development.
Business Integration
- Collaborates with end customer and Microsoft internal cross-functional stakeholders to understand business needs. Formulates a roadmap of project activity that leads to measurable improvement in business performance metrics over time. Influences stakeholders to make solution improvements that yield business value by effectively making compelling cases through storytelling, visualizations, and other influencing tools. Exemplifies and enforces team standards related to bias, privacy, and ethics.
Other
- Embody our culture and values
Qualifications
Required Qualifications:
- Doctorate in Data Science, Mathematics, Statistics, Econometrics, Economics, Operations Research, Computer Science, or related field AND 1+ year(s) data-science experience (e.g., managing structured and unstructured data, applying statistical techniques and reporting results)
- OR Master's Degree in Data Science, Mathematics, Statistics, Econometrics, Economics, Operations Research, Computer Science, or related field AND 3+ years data-science experience (e.g., managing structured and unstructured data, applying statistical techniques and reporting results)
- OR Bachelor's Degree in Data Science, Mathematics, Statistics, Econometrics, Economics, Operations Research, Computer Science, or related field AND 5+ years data-science experience (e.g., managing structured and unstructured data, applying statistical techniques and reporting results)
- OR equivalent experience.
Other Qualifications
- Ability to meet Microsoft, customer and / or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud Background Check upon hire / transfer and every two years thereafter.
Preffered Qualifications
- Doctorate in Data Science, Mathematics, Statistics, Econometrics, Economics, Operations Research, Computer Science, or related field AND 3+ years data-science experience (e.g., managing structured and unstructured data, applying statistical techniques and reporting results)
- OR Master's Degree in Data Science, Mathematics, Statistics, Econometrics, Economics, Operations Research, Computer Science, or related field AND 5+ years data-science experience (e.g., managing structured and unstructured data, applying statistical techniques and reporting results)
- OR Bachelor's Degree in Data Science, Mathematics, Statistics, Econometrics, Economics, Operations Research, Computer Science, or related field AND 7+ years data-science experience (e.g., managing structured and unstructured data, applying statistical techniques and reporting results)
- OR equivalent experience.
Data Science IC4 - The typical base pay range for this role across the U.S. is USD $117,200 - $229,200 per year. There is a different range applicable to specific work locations, within the San Francisco Bay area and New York City metropolitan area, and the base pay range for this role in those locations is USD $153,600 - $250,200 per year.
Certain roles may be eligible for benefits and other compensation. Find additional benefits and pay information here: https://careers.microsoft.com/us/en/us-corporate-pay
Microsoft will accept applications for the role until September 19, 2024.
#CES #CSS
Microsoft is an equal opportunity employer. Consistent with applicable law, all qualified applicants will receive consideration for employment without regard to age, ancestry, citizenship, color, family or medical care leave, gender identity or expression, genetic information, immigration status, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran or military status, race, ethnicity, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable local laws, regulations and ordinances. If you need assistance and/or a reasonable accommodation due to a disability during the application process, read more about requesting accommodations.
