Senior Applied Scientist, Customer Engagement Technology

Overview

Job ID: 3059394 | Amazon.com Services LLC

The Senior Applied Scientist in Natural Language Processing (NLP) within the Customer Engagement Tech, Self-Service and Automation team will work on the research, design, and implementation of solutions to key challenges in developing, evaluating, and deploying systems based on large pretrained language models. These models will be integrated into conversational AI systems that can understand and communicate with customers in a natural and contextually appropriate manner.

This role involves model development in areas such as multi-turn dialogue management, knowledge grounding, and open-ended generation, as well as the assessment of dialogue quality and style of the conversational model.

The position requires working with a cross-functional team, including scientists, engineers, and product managers, to develop scalable and maintainable AI solutions for both structured and unstructured data. The ideal candidate has strong technical skills in Machine Learning (ML), NLP, and Generative AI (GenAI), excellent written documentation skills, and experience with big data technologies. Success in this role requires combining deep business knowledge with hands-on technical skills to solve customer problems and address complex technical challenges.

Responsibilities

• Lead the research and development of LLM-based chatbots and conversational AI systems for customer service applications.
• Design and implement state-of-the-art NLP and ML models for tasks such as language understanding and dialogue quality assessment.
• Collaborate with cross-functional teams, including data scientists, software engineers, and product managers, to integrate LLM-based solutions into Amazon's customer service platforms.
• Develop and implement strategies for data collection, annotation, and model training to ensure high-quality and robust performance of the chatbots.
• Conduct experiments and evaluations to measure the performance of the developed models and systems, and identify areas for improvement.
• Stay up-to-date with the latest advancements in NLP, LLMs, and conversational AI, and explore opportunities to incorporate new techniques and technologies into Amazon's customer service solutions.
• Collaborate with internal and external research communities, participate in conferences and publications, and contribute to the advancement of the field.

Day in the Life

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Basic Qualifications

• 3+ years of building machine learning models for business application experience
• PhD, or Master's degree and 6+ years of applied research experience
• Experience programming in Java, C++, Python or related language
• Experience with neural deep learning methods and machine learning

Preferred Qualifications

• Hands-on experience developing and deploying GenAI applications, such as language models, text classification.
• Strong understanding of GenAI or NLP fundamentals.
• Proficiency in designing and implementing large-scale data pipelines, and cloud-based data infrastructure.
• Proven track record of tackling highly ambiguous, complex data challenges and delivering impactful solutions.

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $150,400/year in our lowest geographic market up to $260,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.

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Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.