Applied Scientist, Amazon Customer Service

About the role

The Data Intelligence team is a new function within Amazon Customer Service (CS). We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy. We develop and apply Generative Artificial Intelligence (GenAI), Machine Learning (ML), Ontology, and Natural Language Processing (NLP) to enhance customer service associate and customer experiences.

As an Applied Scientist, you'll own the definition and implementation of customer-focused, AI-driven innovation in Amazon Customer Service globally, leveraging GenAI, ML, and/or NLP to transform complex business requirements and customer needs into innovative technology solutions. Your expertise will be key in shaping data-driven strategies and addressing complex data challenges. You'll design and develop scalable AI-powered technology solutions, prioritize initiatives, drive data-driven insights, and deliver business impact.

This role requires collaboration with a cross-functional team, including scientists, engineers, and product managers, to develop scalable and maintainable AI solutions for both structured and unstructured data.

Responsibilities

• Develop innovative solutions to complex problems (e.g., Automated Reasoning for Trusted AI-Enabled Customer Service).
• Apply technical expertise to implement novel algorithms and modeling solutions, in collaboration with other scientists and engineers.
• Analyze data and define metrics to identify actionable insights and measure improvements in customer experience.
• Communicate results and insights to both technical and non-technical audiences through written reports, presentations, and internal/external publications.
• Collaborate with product management and engineering teams to integrate and optimize models in production systems.

A day in the life

A typical day involves combining business expertise with hands-on problem-solving in ML and AI. The role encompasses tackling complex data initiatives, ensuring alignment with customer needs and business objectives, and translating business requirements into practical AI-driven solutions. Daily activities include designing and enhancing AI models, ensuring data quality, monitoring model performance, and generating actionable insights from vast amounts of information.

About the team

The Data Intelligence team is a new function within Amazon Customer Service. We develop and apply Generative Artificial Intelligence (GenAI), Machine Learning (ML), and Natural Language Processing (NLP) techniques to enhance customer service associate and customer experiences.

Qualifications

Basic Qualifications

• 3+ years of building models for business application experience.
• PhD, or Master's degree and 4+ years of CS, CE, ML or related field experience.
• Experience in patents or publications at top-tier peer-reviewed conferences or journals.
• Experience programming in Java, C++, Python or related language.
• Experience in any of the following areas: algorithms and data structures, parsing, numerical optimization, data mining, parallel and distributed computing, high-performance computing.

Preferred Qualifications

• Experience using Unix/Linux.
• Experience in professional software development.

Pay

USA, CA, Santa Clara: $171,600.00 - $222,200.00 USD annually

USA, WA, Seattle: $142,800.00 - $193,200.00 USD annually

Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.

Benefits

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and option for Supplemental life plans).
• Employee Assistance Program (EAP) and Mental Health Support.
• Medical Advice Line.
• Flexible Spending Accounts.
• Adoption and Surrogacy Reimbursement coverage.
• 401(k) matching.
• Paid time off.
• Parental leave.

Learn more about our benefits at amazon.jobs/en/benefits.