Data Scientist - Contact Centre Insights And Analytics

48761 - 
Markham - 
Regular - 
 
Hydro One is proud to be the largest electricity transmission and distribution provider in Ontario, serving nearly 1.4 million customers. We have a long history in the industry with our roots dating back over 110 years to 1906. Since then, we have worked to grow and evolve to meet the changing needs of our customers and communities across Ontario. Today, we’re focused on providing exceptional customer service and ensuring we are building safe communities where we live, work and play.
It’s an exciting time to join the team at Hydro One!
Job Function - Data Scientist - Contact Centre Insights and Analytics
Act as subject matter expert in data science, including data mining, data analytics, machine learning, deep learning, applicable algorithms,
software tools, and others. Lead the data science practice within Customer Care Operations. Educate the Customer Care organization on best practices and promote adoption of data science concepts. Ultimately, this function leads the discovery of information hidden in Hydro One's vast amounts of Operational Data and help us make smarter decisions to deliver even better customer experience. The primary focus will be in applying data mining techniques, doing statistical analysis, and building high quality prediction systems integrated with Hydro One's existing applications.
General Accountabilities:
-Collect, process, cleanse, organize, and verify the integrity of Hydro One's Operational Data for analysis purposes.
-Mine Hydro One's Operational Data using state-of-the-art methods, utilizing  
Speech Analytics, Microsoft Azure tools and capabilities.
-Select features, build, and optimize classifiers using Machine Learning techniques.
-Extend Hydro One's Operational Data with third party sources of information, when and where needed.
-Enhance Hydro One's Operational Data collection procedures to include information that is relevant for building analytic systems.
-Create automated anomaly detection systems and performance tracking systems.
-Perform other duties as required.
Essential Competencies
-Demonstrated understanding of the intricacies of Data Science techniques (e.g., Decision Trees, Random Forest, Time Series analysis) and their possible applications to the world of electric utilities and customer service systems and processes.
-Demonstrated ability to implement various Supervised and 
Unsupervised Machine Learning techniques (e.g., Support Vector Machine, 
Regression, Classification, Cross-validation, and Bootstrapping) to solve engineering/operational problems and make data-driven business decisions.
-Demonstrated technical experience in exploring the realms of 
Machine Learning, Deep Learning and Neural Networks, and how they can be applied to areas such as power grid operations, asset management, and capital asset planning.
-Possess strong foundations in Python Libraries (e.g., Pandas, NumPy, MatPlotLib, Scikit-Learn), Mathematics, and Statistics Foundations for Data Science (e.g., Descriptive, Inferential, Predictive, Prescriptive).
-Knowledgeable in Exploratory Data Analysis (PCA, MDS and t-SNE) for visualization and batch correction.
-Demonstrated proficiency in Data Clustering (e.g., Hierarchical, K-Means, DBSCAN, Gaussian Mixture).
-Knowledgeable in the theory behind Recommendation Engines and explore their applications to Hydro One's business context.
-Able to build a portfolio of Use-Cases to demonstrate Hydro One's competencies in extracting business insights from operational data.
-Demonstrated proficiency in the use of query languages such as SQL.
Selection Criteria
-Bachelor's Degree in an applicable field of study (mathematics, statistics, computer science, engineering) or a combination of equivalent education and experience.
-8+ years of experience in big data mining techniques.
-Rigor in high code quality, automated testing, and other engineering best practices.
-Strong communication, collaboration, and interpersonal skills.
-Good scripting and programming skills to integrate newly developed Machine Learning solutions with existing applications.
-Result-oriented, self-motivated with excellent problem solving and analytical skills.
 
At Hydro One we understand that the success and strength of our business rests with our people. When we develop their skills, we are investing in both their success and ours. To secure the best talent, we seek to create a workforce that reflects the diverse populations of the communities where we live and work and to create a culture based on safety, innovation and inclusiveness.
We are honoured to be recognized by Forbes in its list of Canada’s Best Employers for 2023.
Thank you for considering a career with Hydro One, we welcome applications from all qualified candidates. If you are having difficulty using our online application system and you need an accommodation due to a disability, Apply -a-
careershydroone. Hydro One will provide reasonable accommodation for qualified individuals with disabilities in the job application process.
Please note this email is only for accommodation requests. Resumes sent to this email address will not be considered.
Deadline: January 2, 2024
 
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