Director - Applied Science, Amazon Connect

Amazon Science; Seattle (WA); On-site; USD 263,000 - 350,000; Full time

Job summary

Amazon Connect is seeking a Director of Applied Science to define and execute a unified science strategy across self-service, agent assistance, and manager support workloads. You will lead an existing applied science team and collaborate with Bedrock, AGI, Q, and Transcribe organizations to push generative AI frontiers.

You will shape product investments, mentor senior scientists, and ensure AI initiatives align with business goals while leveraging human-in-the-loop approaches when required.

Qualifications

• MS in CS, ML, Statistics, Operations Research or similar.
• 10 years of hands-on experience in predictive modeling and large data analysis.
• Expertise in Machine Learning for large-scale generative models.
• Strong ML breadth and depth.
• Strong SQL skills.
• Strong skills with Spark/Python/Perl (or similar).
• Communication and data presentation skills.
• Strong problem-solving ability.

Responsibilities

• Define and execute a unified science strategy across Connect services and workloads.
• Lead an applied science team and coordinate cross-AWS collaboration with Bedrock, AGI, Q, Transcribe.
• Drive data-driven AI-powered optimization for self-service, agent, and manager support workloads.

Skills

Communication

Data presentation

Problem solving

ML breadth & depth

Education

MS in CS/ML/Statistics/OR

PhD in CS/ML/Statistics/OR

Tools

SQL

Spark

Python

Perl

Job description

Description

The Amazon Connect Interactive AI and Engagement organization was formed in April 2025 to bring together Contact Lens, Q in Connect, and Flows/Lex into one organization, responsible for weaving native-AI across the Connect application experiences delivered to end-customers, agents, and managers/supervisors. We are reimagining customer engagement to enable companies to deliver proactive and personalized experiences (in websites, mobile apps, and traditional contact center channels including voice, messaging, and email) that discern and resolve end-customers' intent before problems ever arise. To succeed, we need a unified science strategy and approach to power 'AI-throughout' customer experiences that leverage humans in the loop when required to meet business goals. We seek to hire a Director of Applied Science who will define and execute that strategy, and organization required. This leader will push the technical boundaries in generative AI science, shaping the industry, while influencing and leading key product investments across Connect service teams and leadership.

The business opportunity is substantial. We are executing to be the leader irrespective of the ultimate balance between proactive end-customer self-service and agent-assisted workloads. To do so, science innovation will be pivotal to help achieve our ambitious goals, differentiating Amazon Connect from our competitors.

Key job responsibilities

The Director of Applied Science will lead us to propose and deliver an organizational plan that is aligned to a unified science strategy. This science strategy will enable data-driven, AI-powered continuous optimization across self-service, agent assistance, and manager assistance workloads. This leader will inherit an existing applied science team, and possibly (strategy dependent) a data integrations team engineers. We believe that the strategy this leader defines will require additional applied scientists. Beyond direct team ownership, this leader will be responsible for cross-AWS science collaboration with Bedrock, AGI, Q, and Transcribe organizations.

Basic Qualifications

• A MS in CS, Machine Learning, Statistics, Operations Research or similar.
• 10 years of hands-on experience in predictive modeling and large data analysis
• Expertise in Machine Learning as applied to large-scale generative models
• Strong ML breadth and depth
• Strong skills with SQL
• Strong skills with Spark/Python/Perl (or similar)
• Communication and data presentation skill
• Strong problem-solving ability

Preferred Qualifications

• A PhD in Computer Science, Machine Learning, Statistics or Operations Research
• 15 years of industry experience in ML
• Superior ML breadth and depth
• Expert skills with SQL
• Expert skills with Spark/Python/Perl (or similar)
• Superior problem solving

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, NY, New York - 288,700.00 - 350,000.00 USD annually

USA, WA, Seattle - 262,500.00 - 350,000.00 USD annually