Senior Applied Scientist, Amazon Connect

Amazon; New York (NY); On-site; USD 184,000 - 249,000; Full time

Job summary

Amazon Connect is seeking a Senior Applied Scientist to design and deploy ML models that optimize contact center operations and customer interactions. You will work at the intersection of research and production, turning complex problems into scalable, real-world solutions.

Join a team that drives forecasting, routing optimization, and anomaly detection, collaborating with engineers to deliver features at scale.

Qualifications

• 3+ years of ML model building for business applications.
• PhD or MS with 6+ years of applied research experience.
• Experience programming in Java, C++, Python.
• Experience with neural deep learning methods and ML.

Responsibilities

• Design and deploy ML models for forecasting, routing optimization, and anomaly detection.
• Lead the scientific agenda and drive initiatives to production deployment.
• Collaborate with engineering to architect scalable ML systems.
• Mentor scientists and engineers and raise technical standards.
• Benchmark ML methodologies and publish findings internally and externally when appropriate.

Skills

ML model development

Applied research

Java

C++

Python

Big data

Education

PhD or MS with 6+ years experience

Tools

R

scikit-learn

Spark MLLib

MxNet

TensorFlow

NumPy

SciPy

Hadoop

Spark

Job description

Are you excited about applying machine learning and statistical modeling to real-world systems that serve millions of customers? Amazon Connect is a cloud-based contact centre service that helps businesses deliver personal, efficient customer experiences. Our team of scientists and engineers builds the AI and ML capabilities that power contact center operations and optimization.

We are looking for a Senior Applied Scientist to tackle scientifically complex challenges in areas such as stochastic modeling, queueing theory, anomaly detection, and optimization. In this role, you will design and deploy novel ML models and algorithms that directly improve how businesses interact with their customers. You will work at the intersection of research and production, turning ambiguous problems into scalable solutions that shape the future of cloud-based customer service.

Key job responsibilities

• Design and deploy novel machine learning models and algorithms to solve complex problems in contact center operations, including forecasting, routing optimization, and anomaly detection.
• Lead the scientific agenda for your team by identifying new research opportunities, proposing initiatives, and driving them from concept through production deployment.
• Collaborate with engineering teams to architect and implement scalable ML systems, personally contributing significant portions of the critical scientific components.
• Mentor fellow scientists and engineers through code reviews, design discussions, and scientific guidance, raising the overall technical bar of the team.
• Evaluate and advance the team's ML methodology by benchmarking against current academic and industry research, and by publishing findings internally and externally when appropriate.

A day in the life

You might start your morning reviewing experiment results from a new forecasting model, then join a design session with engineers to discuss how to integrate it into the production pipeline. After lunch, you could be whiteboarding a novel approach to a queueing optimization problem with a fellow scientist, followed by a code review for a teammate. You will regularly present your research findings to stakeholders across the organization and contribute to the team's publication efforts.

About the team

Our team within Amazon Connect focuses on building intelligent, ML-driven capabilities that help businesses run their contact centers more effectively. We work closely with product, engineering, and science partners to turn research ideas into features that customers rely on every day. We value curiosity, collaboration, and scientific rigor, and we are investing in new AI capabilities that will continue to transform the customer service industry. If you want to see your research make a tangible impact at scale, this is the place to do it.

Basic Qualifications

• 3+ years of building machine learning models for business application experience
• PhD, or Master's degree and 6+ years of applied research experience
• Experience programming in Java, C++, Python or related language
• Experience with neural deep learning methods and machine learning

Preferred Qualifications

• Experience with modeling tools such as R, scikit-learn, Spark MLLib, MxNet, Tensorflow, numpy, scipy etc.
• Experience with large scale distributed systems such as Hadoop, Spark etc.

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 - 183,800.00 - 248,700.00 USD annually