Applied Scientist, Amazon Customer Service

Amazon; Seattle (WA); On-site; USD 143,000 - 193,000; Full time

Benefits offered by this job

RSUs

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon is seeking an Applied Scientist for Amazon Customer Service to lead AI-driven innovation using GenAI, ML, and NLP across global customer experiences. You will design and develop scalable AI-powered solutions and work with product managers, engineers, and scientists to deliver measurable business impact.

The role emphasizes building AI models, maintaining data quality, and driving data-driven insights to improve customer interactions worldwide.

Qualifications

• 3+ years of building models for business applications.
• PhD or Master's degree with 4+ years in CS/CE/ML or related field.
• Experience in patents or publications at top-tier conferences/journals.
• Experience programming in Java, C++, Python or related language.

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 with other scientists and engineers.
• Analyze data and define metrics to identify actionable insights and measure customer experience improvements.
• Communicate results to technical and non-technical audiences through reports and presentations.
• Collaborate with product management and engineering teams to productionize models.

Skills

Java

C++

Python

Algorithms

Education

PhD

Master's degree

Tools

Unix/Linux

Job description

Applied Scientist, Amazon Customer Service

Job ID: 10522666 | Amazon.com Services LLC

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.

As an Applied Scientist, you'll own the definition and implementation of customer-focused, AI-driven innovation in Amazon Customer Service globally, leveraging GenAI, ML, and/or NLP to transform complex business requirements and customer needs into innovative technology solutions. Your expertise will be key in shaping data-driven strategies and addressing complex data challenges. With your expertise in AI, text analysis, embeddings, language modeling, and generation, you'll design and develop scalable AI-powered technology solutions, prioritize initiatives, drive data-driven insights, and deliver business impact. This position will advance applied science best practices, leverage data and AI to drive customer experience improvements, and set new global standards for customer experience.

This role requires you to work 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 AI techniques (e.g., automated reasoning, reasoning, planning, knowledge representation), 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.

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.

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 - 142,800.00 - 193,200.00 USD annually