Applied Scientist , Amazon Customer Service

Amazon; Berwick (Columbia County); On-site; USD 136,000 - 184,000; Full time

Job summary

Amazon Customer Service is seeking an Applied Scientist to join a science team that reimagines how customers connect with the right support experience. You will work at the intersection of representation learning, behavioral modeling, and large-scale experimentation, deploying models into production systems that guide real-time decisions.

This role focuses on building ML models to understand service performance, optimize routing for hundreds of millions of contacts, and improve customer and

Qualifications

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

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

Skills

Java

C++

Python

SQL

Data Warehousing

Job description

Applied Scientist , Amazon Customer Service

Job ID: 10480526 | Amazon.com Services LLC

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 is a role 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.

Key job 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

Basic Qualifications

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

Preferred Qualifications

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

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.

The base salary range for this position is listed below. 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. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, 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 https://amazon.jobs/en/benefits .

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