Data Scientist, Amazon Connect (AWS)

Amazon; New York (NY); On-site; USD 153,000 - 208,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon is building a brand-new AI-driven data science team within Amazon Connect to disrupt the contact center space. You will translate complex business problems into data science solutions, work with senior leaders, and influence model explainability while shaping future cloud-based customer experiences.

The role offers a fast-paced environment at a leading tech company, with substantial impact on product, data pipelines, and decision-making, as we scale a new service for AWS customers.

Qualifications

• 2+ years of data scientist experience.
• 3+ years of SQL, Python, or R/SAS/Matlab experience.
• 3+ years of machine learning/statistical modeling data analysis tools and techniques.
• Experience applying theoretical models in an applied environment.

Responsibilities

• Categorizing Customer Idiosyncrasies: summarize differences in customer usage to aid model improvements.
• Detecting and cleaning up outliers to reduce downstream impact on outputs.
• Deep dive into customer issues to verify model vs. user expectations and results.
• Assessing data gaps and evaluating potential new data streams for accuracy gains.

Skills

SQL

Python

R

SAS

Matlab

Job description

Job ID: 10495005 | Amazon Development Center U.S., Inc.

Do you want to join a brand-new team building an AI system that would disrupt the industry? Do you enjoy dealing with ambiguity and working on hard problems in a fast-paced environment?

Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. With Amazon Connect, you can create your own cloud-based contact center and take calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services such as Lex, Polly, Lambda, S3, and Kinesis to provide a truly frustration free and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.

As a Data Scientist on our team, you will analyze data from massive data sets to categorize customer idiosyncrasies, identify outliers, and systematically detect anomalies that substantially affect the performance of our models. You will work closely with other senior technical leaders within the team and across AWS. You should know how to trace decisions in data from raw data through complex models to their impact business metrics. Experience with machine learning explainability is a plus. You should be able to translate well-defined business problems into data science problems and you solve these problems using appropriate assumptions, methodologies, and data science best practices. Our team is at an early stage, so you will have significant impact on our deliverables with no operational load from existing models/systems.

We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex engineering and algorithmic problems. We are looking for passionate, talented, and experienced people to join us to innovate on this new service that addresses customer needs to build modern contact centers in the cloud. The position represents a rare opportunity to be a part of a fast-growing business soon after launch, and help shape the technology and product as we grow. You will be playing a crucial role in developing the next generation contact center, and get the opportunity to design and deliver scalable, resilient systems while maintaining a constant customer focus.

Learn more about Amazon Connect here:

https://aws.amazon.com/connect/

Key job responsibilities

• Categorizing Customer Idiosyncrasies: As we expand to more customers, we are discovering that they use our product in very different ways and that poses issues for our models. Effectively summarizing these differences (for example, X% of customers do Y) would be immensely helpful.
• Detecting and Cleaning Up Outliers: We have situations where outliers have a huge impact on model outputs. You will help us develop mechanisms to clean up outliers for downstream consumption.
• Deep Diving Customer Issues: Customers have longstanding traditions and trusted formulas for managing their contact centers. When our formulas differ from theirs, we need to deep dive these discrepancies and determine if there is an issue with our model or if we are giving the customer better results than they are used to.
• Assessing Data Gaps: It's hard to estimate the weather in Seattle if the only data you have is the average weight of elephants in Zimbabwe. We know we don't have all the data we need, but we need to answer two related questions: (a) what features can we derive in creative ways from existing data sources? (b) can we estimate the benefit of getting a new data stream in terms of accuracy improvement?

A day in the life

Our team uses agile project management, so the DS calls in to our daily stand-up meeting in the morning to report status and explain their tasks for the day. Throughout the day, the DS will work with our product manager to discuss issues with our customers that require deep dives, work with our scientists to discuss model performance issues, and discuss software deliverables with our SDEs such as automation of data ingestion to save DS time, deployment of models, etc.

Basic Qualifications

• 2+ years of data scientist experience
• 3+ years of data querying languages (e.g. SQL), scripting languages (e.g. Python) or statistical/mathematical software (e.g. R, SAS, Matlab, etc.) experience
• 3+ years of machine learning/statistical modeling data analysis tools and techniques, and parameters that affect their performance experience
• Experience applying theoretical models in an applied environment

Preferred Qualifications

• Experience in Python, Perl, or another scripting language
• Experience in a ML or data scientist role with a large technology company

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 .

• 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
• parental leave

USA, NY, New York - 153,400.00 - 207,500.00 USD annually

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