Applied Scientist: GenAI for Customer Service

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

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon Science is seeking an Applied Scientist to own AI-driven innovation for Amazon Customer Service globally, leveraging GenAI, ML and NLP to transform complex business needs into scalable AI solutions.

You will work with cross-functional teams to design, develop, and deploy models for both structured and unstructured data, focusing on data quality, model performance, and measurable customer impact.

Qualifications

• 3+ years building models for business applications.
• PhD or MSc + 4+ years in CS/CE/ML or related field.
• Publications or patents in top conferences/journals.
• Proficiency in Java, C++, Python or related languages.
• Experience with GenAI, ML or NLP is preferred.

Responsibilities

• Develop AI-driven solutions for customer service problems.
• Collaborate with scientists, engineers, and product managers to productionize models.
• Analyze data and define metrics to drive customer experience improvements.
• Communicate results to technical and non-technical audiences.
• Integrate and optimize models in production systems.

Skills

Model-building (business)

Programming in Java/Python/C++

AI/NLP expertise

Data analysis

Publications/patents

Education

PhD or MSc + 4+ years CS/CE/ML

Tools

Unix/Linux

Big data tech

Job description

Amazon Science is seeking an Applied Scientist to own AI-driven innovation for Amazon Customer Service globally, leveraging GenAI, ML and NLP to transform complex business needs into scalable AI solutions.

You will work with cross-functional teams to design, develop, and deploy models for both structured and unstructured data, focusing on data quality, model performance, and measurable customer impact.