About IntouchCX

IntouchCX is a global leader in digital customer experience management, back office processing, trust & safety solutions, and AI services. For over 25 years, we’ve scaled with soul, building trusted long-term partnerships and empowering our people to drive positive change.

About The Job

The WFM Data Science Lead drives the end-to-end data science strategy within Workforce Management, ensuring forecasting accuracy, raw volume data integrity, and scalable analytics solutions that enable operational excellence.

This role is an individual contributor, transforming raw data into validated forecasting inputs for advanced modeling. By partnering with Forecasting, Operations, and Data Engineering teams, the WFM Data Science Lead elevates service levels, enhances efficiency, and empowers faster, data-driven decision-making across the organization.

As WFM Data Science Lead, You Will…

Own the end-to-end forecasting data lifecycle (ingestion → validation → transformation → modeling).
Define standards for raw data structuring, metric definitions,



and forecasting readiness.
Develop and enhance time series and machine learning models, incorporating seasonality, campaigns, and external drivers.
Partner with the Data Team to optimize datasets in Google BigQuery and build scalable workflows in Python.
Integrate datasets into dashboards (e.g., Looker Studio) for operational visibility.
Establish frameworks for data quality checks, anomaly detection, and reconciliation.
Resolve inconsistencies such as double-counted volumes, IVR/SMS overlaps, and abandoned vs. offered logic.
Build automated pipelines to flag data gaps, spikes, and irregular patterns.
Drive adoption of standardized datasets as the single source of truth across teams.
Translate raw data into actionable forecasting insights.
Identify key drivers of volume fluctuations (day-of-week patterns, campaigns, operational changes).
Support Forecasting teams with scenario modeling and data-backed assumptions.

📌 WFM Data Science Lead (Hyderabad)
🏢 IntouchCX
📍 Hyderabad