Senior Ekspert / Senior Ekspertka ds. Zarządzania Doświadczeniami Klienta (AI/NLP)

CASTORAMA POLSKA, operating in Warsaw, Poland, is a leader in the DIY retail industry with nearly 30 years of presence on the Polish market. The company seeks an experienced expert to join their team to actively participate in transforming customer experience management by integrating AI and data analytics into business decisions.

• 3–6 years of experience in AI/ML projects.
• Experience working with large textual datasets.
• Practical knowledge of at least one platform: Azure ML, AWS SageMaker, or Google Cloud AI.
• Familiarity with data visualization tools such as Power BI.
• Strong analytical skills and business-oriented mindset.
• Ability to translate technical issues into business language.
• Independence, initiative, and proactive approach.
• Experience working in Agile environments.
• English language proficiency at a minimum B2 level.

Nice to have:

• Higher education in computer science, mathematics, data science, AI/ML, or related fields.
• Certifications in AI/ML such as Google Cloud ML Engineer, Azure AI Engineer, AWS ML Specialty.

• Build models for sentiment analysis and automatic categorization of customer experiences.
• Design and implement AI text analytics solutions for Voice of Customer including call center transcriptions, Google reviews, chat logs, and social media.
• Implement and develop solutions based on GenAI and large language models (LLM) in customer service.
• Optimize AI solutions integrated with Contact Center platforms, including bot optimization and intent recognition.
• Co-create Customer 360 and customer segmentation approaches.
• Manage data quality for AI models.
• Identify, interpret, and communicate insights from data to business stakeholders.
• Collaborate with product, analytics, and business teams.
• Participate in team activities using Agile/Scrum methodology.