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. You'll leverage GenAI, ML, and/or NLP to transform complex business requirements and customer needs into innovative technology solutions. Your expertise will shape data-driven strategies and address complex data challenges. With your skills in AI, text analysis, embeddings, language modeling, and generation, you'll design and develop scalable AI-powered solutions, prioritize initiatives, drive data-driven insights, and deliver business impact.

This role requires collaboration with cross-functional teams, including scientists, engineers, and product managers, to develop scalable and maintainable AI solutions for both structured and unstructured data. The ideal candidate combines deep business knowledge with hands-on technical skills to solve customer problems and address complex technical challenges.

A day in the life

A typical day involves combining business expertise with hands-on problem-solving in ML and AI. You'll tackle complex data initiatives, align solutions with customer needs and business objectives, and translate 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. You'll work collaboratively with cross-functional teams to resolve technical challenges, advance AI projects, and innovate ways to leverage data for transforming the customer experience.

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.

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.

Requirements

• 3+ years of experience building models for business applications.
• PhD, or Master's degree and 4+ years of experience in CS, CE, ML, or related field.
• 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 experience, qualifications, and location.

Benefits

• Health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance, and optional 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 and parental leave.

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