Applied Scientist , Amazon Customer Service

We are seeking an Applied Scientist to join a science team within Amazon Customer Service that is reimagining how customers are connected with the right support experience. This role sits at the intersection of representation learning, behavioral modeling, and large-scale experimentation, where you will see your science deployed in production systems serving real-time decisions.

Responsibilities

• Develop machine learning models that capture how service associates perform across different problem types and how their capabilities evolve over time
• Power intelligent routing decisions across hundreds of millions of annual customer contacts
• Directly improve both customer experience and associate satisfaction through model-driven decisions
• Work at the intersection of representation learning, behavioral modeling, and large-scale experimentation
• Deploy science into production systems serving real-time decisions

Requirements

• Experience programming in Java, C++, Python or related language
• Experience with SQL and an RDBMS (e.g., Oracle) or Data Warehouse

Qualifications

• Experience implementing algorithms using both toolkits and self-developed code
• Publications at top-tier peer-reviewed conferences or journals

Pay

USA, WA, Seattle - $136,000.00 - $184,000.00 USD annually

Benefits

• Sign-on payments and restricted stock units (RSUs)
• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, with optional supplemental life plans)
• Employee Assistance Program (EAP), Mental Health Support, Medical Advice Line
• Flexible Spending Accounts
• Adoption and Surrogacy Reimbursement coverage
• 401(k) matching
• Paid time off and parental leave

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