Titulo Estágio
User Behaviour Analytics Framework
Local do Estágio
Talkdesk / TDX - Instituto Pedro Nunes, Edifício D, R. Pedro Nunes, 3030-199 Coimbra
Enquadramento
At Talkdesk we are reimagining how people experience contact centers, helping our customers create long-lasting and meaningful relations with their customers. But these relations are built with the underlying assumption of privacy and security. That’s why it is of major importance to monitor compliance and to keep a contact center safe from security threats.
Security leaders need the right tools to proactively monitor their systems, analyze patterns in user behavior, control access to sensitive data, and receive timely alerts to suspicious activity. At Talkdesk we strive to always innovate by creating and using state-of-the-art tools to effectively manage privacy and compliance. We are building the next generation of solutions that will ensure that the customer needs are well understood and efficiently handled with a big emphasis on security. We are a growing team of curious and talented people that is focused on leveraging the power of Artificial Intelligence to deliver added value to our customers whenever possible.
A contact center is a critical point of contact between companies and their customers. It is a privileged channel that companies have to know more about the way customers feel about them, and a great opportunity to create a positive relationship with them as well. It’s a crucial source to understand what is the sentiment of the customers that reach out to the contact center, either to help the agent deal with a situation in real-time, to help the supervisor spot and correct any undesirable behavior, or to help the management to know how the company is perceived by their customers. This channel is of unique value to both companies and their customers and must be preserved and protected.
TDX is Talkdesk’s Global Innovation Lab, located in Coimbra. It was created to fast-track key technology initiatives for Talkdesk, and accelerate technological responses to business needs. In TDX, we explore emerging technologies to drive Talkdesk’s future product capabilities and create additional impact for our customers. In this internship, selected applicants will have the chance to be part of a multicultural team that is accomplishing these breakthrough developments, by making the impossible possible.
Objetivo
The main objective of this internship is the development of an User Behaviour Analytics (a cybersecurity process used to detect insider threats and fraud) framework based on state of the art approaches, to support the implementation of solutions that require the identification of users that are demonstrating deviating behaviours (potentially malicious).
The development of such a framework will require the completion of the following goals:
- Analysis of the state of the art, available Anomaly Detection/User Behaviour Analytics technologies and existing competitors.
- Study and comparison of adequate approaches.
- Implementation of a solution.
- Experimentation and fine-tuning of the implemented solution.
By the end of the internship, the intern should have gained experience in the development of solutions at an enterprise level, including processes and expected deliverables. More specifically, the intern will have acquired relevant knowledge about the design, implementation and experimentation of an User Behaviour Analytics Framework, including applicable and relevant approaches.
Plano de Trabalhos - Semestre 1
The plan for the 1st Semester consists in:
- State of the Art, Technological Survey and Competitor Analysis [September - October]
- Approach Analysis and Selection [November - December]
- Specification and Design [December]
- Thesis Proposal Writing [January - February]
Plano de Trabalhos - Semestre 2
The plan for the 2nd Semester consists in:
- Solution Implementation (Agile) [February - June]
- Solution Experimentation [June]
- Thesis Writing [June - July]
Condições
The intern will have an ascribed experienced TDX mentor, with whom weekly progress meetings with be held. An onboarding plan, a final demo presentation (by the end of the internship), full participation in regular team meetings, office and company events will be also provided. Specifically, during the on-boarding period, the intern will have the opportunity to meet Talkdesk`s technical and non-technical teams! Additionally, the intern will have access to the same IT equipment and tools as any Talkdesk employee (such as a computer and personal email).
The internship experience is targeted to be as enriching as possible, as a real and deep learning environment will be provided. Personal development will also exist, as the trainee will integrate TDX multicultural team, where different nationalities and cultures coexist in a daily basis, and english is used as primary working language.
Talkdesk looks after each person and makes a point of investing in their morale and well-being.
Our offices, located in Lisbon, Porto, Aveiro and Coimbra, have the shared benefits for each office, ranging from complimentary drinks, bread, cookies, fruit and all kind of other eatables for snacks during the day. We have a flexible and familiar work environment.
Orientador
Pedro Miguel Cerveira Rodrigues
pedro.rodrigues@talkdesk.com 📩