Data Analyst (Machine Learning)

About the role

Sovos is looking for a Data Analyst who will apply machine‑learning and AI tools to improve global support operations. You will build forecasting models, design LLM‑powered classification pipelines, and create visual insights that help leadership make data‑driven decisions.

Key responsibilities

• Build and maintain time‑series forecasting models (e.g., Prophet) for case volume, staffing, and utilization planning.
• Design, implement, and monitor LLM classification pipelines for CSAT analysis, ticket routing, and escalation flagging.
• Develop text‑embedding and vector‑search workflows for semantic case matching and similarity search.
• Write Python scripts for data cleaning, transformation, and visualization using pandas, plotly, and matplotlib.
• Query Snowflake to answer ad‑hoc business questions and validate model outputs.
• Translate model results into clear, non‑technical narratives for operations managers and senior leadership.
• Collaborate with the Analytics Engineer to ensure reliable data inputs for all models.

Required profile

• 3–5 years of experience as a data analyst, ML analyst, or applied data scientist.
• Strong Python programming skills for data manipulation and visualization.
• Hands‑on experience with Facebook Prophet or a comparable time‑series library.
• Proven ability to work with LLM APIs, including prompt engineering and output validation.
• Familiarity with text embeddings and vector databases such as Pinecone, pgvector, or Snowflake Cortex.
• Solid SQL skills, preferably with Snowflake.
• Excellent communication skills to convey technical results to non‑technical stakeholders.

Required skills

• Python
• Facebook Prophet (or equivalent)
• LLM APIs (prompt engineering)
• Text embeddings & vector search
• Snowflake
• SQL
• Pandas, Plotly, Matplotlib