Applied Scientist, Amazon Customer Service

Amazon Science; Santa Clara (CA); On-site; USD 172,000 - 222,000; Full time

Benefits offered by this job

RSUs

Sign-on payments

Health insurance

Job summary

Amazon Science is seeking an Applied Scientist for the Data Intelligence team to design and deploy AI/ML models improving customer service experiences. You will work with GenAI, NLP, and related techniques to translate business requirements into scalable AI-driven solutions.

The role emphasizes collaboration across product, engineering, and data science teams, data quality, model monitoring, and delivering actionable insights in a fast-paced environment.

Qualifications

• 3+ years of building models for business applications.
• PhD or Master's plus 4+ years in CS/CE/ML or related field.
• Publications or patents in top conferences/journals.
• Proficient in Java, C++, Python or similar languages.
• Experience with algorithms, data structures, data mining, HPC.

Responsibilities

• Develop innovative ML/AI solutions in collaboration with scientists and engineers.
• Analyze data and define metrics to identify insights and improve CX.
• Communicate results to technical and non-technical audiences via reports.
• Collaborate with product and engineering to deploy models in production.

Skills

Java

C++

Python

Machine Learning

Algorithms

Data mining

Distributed computing

Education

PhD

Master's degree

Tools

Unix/Linux

Java

Python

Job description

Description

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 also develop and apply Generative Artificial Intelligence (GenAI), Machine Learning (ML), Ontology, and Natural Language Processing (NLP) to enhance customer service associate and customer experiences.

Key job 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 as an Applied Scientist in the Data Intelligence team 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. Working collaboratively with cross‑functional teams, this position involves designing and enhancing AI models, focusing on efficiency, precision, and scalability. Daily activities include ensuring data quality, monitoring model performance, and generating actionable insights from vast amounts of information. Each day presents opportunities to resolve complex technical challenges, advance important AI projects, and conceive innovative ways to leverage data in 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.

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

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

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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, CA, Santa Clara - 171,600.00 - 222,200.00 USD annually

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