Kaygen, Inc. · 4 months ago
Data Strategy Lead
Johnston, RI
Full-time
Onsite
Senior Level
5+ years expKAYGEN is an emerging leader in providing top talent for technology-based staffing services, specializing in high-volume contingent staffing and project-based solutions. The Data Strategy Lead will define and coordinate data requirements for contact center operations, collaborate with stakeholders, and enhance performance through analytics and governance standards.
AnalyticsBig DataData ManagementInformation ServicesInformation TechnologyStaffing Agency
Responsibilities
Define and coordinate data requirements across Chatbot, IVR, and Live Agent channels to support contact center operations and customer engagement strategies
Collaborate with business stakeholders, data engineering, AI/ML teams, and customer experience leaders to align data collection, storage, and usage plans with strategic priorities
Lead initiatives to continuously enhance contact center performance by developing and maintaining comprehensive reporting and analytics dashboards that track KPIs such as average handle time, first call resolution, customer satisfaction, and NPS
Identify and specify data needed to deliver personalized customer experiences by leveraging interaction data, user profiles, and behavioral insights across channels
Work closely with AI and Data Science teams to provide structured, clean, and labeled datasets for training chatbots and other AI models, ensuring model accuracy, fairness, and scalability
Establish and enforce data governance, quality, and compliance standards to maintain data integrity and privacy in line with regulatory requirements
Stay abreast of emerging technologies and best practices in contact center data strategy, AI training data management, and customer analytics and incorporate these insights into the data roadmap
Drive data literacy and collaboration across the contact center organization by facilitating workshops, documentation, and stakeholder communication
Measure and report the impact of data strategies on contact center efficiency, customer experience, and AI model performance
Qualification
Required
Proven experience (5+ years) in data strategy, data management, or analytics roles within contact centers or customer service environments
Strong understanding of multi-channel contact center operations including Chatbot, IVR, and Agent workflows
Expertise in data governance, quality assurance, and compliance frameworks relevant to customer data
Familiarity with AI/ML model training processes and the data requirements for supervised learning
Proficiency with data analytics tools and platforms and experience working with large datasets
Excellent collaboration and stakeholder management skills, capable of translating business needs into technical data requirements
Strong communication skills with an ability to present complex data strategies and insights to both technical and non-technical audiences
Detail-oriented and problem-solving mindset with a passion for leveraging data to drive business improvements
Knowledge of relevant regulatory and security standards impacting contact center data is highly desirable
Preferred
Experience in cloud data platforms (AWS, Azure, Google Cloud) and data pipeline tools
Prior exposure to personalization engines, customer journey analytics, or AI-powered contact center innovations
Background in program or project management in complex, multi-stakeholder environments
Benefits
Free Healthcare Insurance
Vision and Dental Insurance
401(k) Retirement Plan
Free Life Insurance
Sick Time Off
Certifications
Mentorship Program
Referrals
Family and Wellness benefits
Continuous Growth and Career Development
Company
Kaygen, Inc.
Kaygen, an award-winning technology consulting and talent firm, assists organizations to achieve digital transformation.
51-200 employees
H1B Sponsorship
Kaygen, Inc. has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2025 (2)
2024 (4)
2023 (2)
2022 (3)
2021 (8)
2020 (16)
Funding
Current Stage
Growth StageLeadership Team
Anshul Chaturvedi
Founder & CEO
Rashmi Chaturvedi
Co-founder & President
Company data provided by crunchbase