Applied Scientist, Amazon Customer Service

Overview The Data Intelligence team is a new function within Amazon Customer Service. 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 associates and customer experiences. As an Applied Scientist, you will 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 shape data‑driven strategies, address complex data challenges, and deliver business impact. Key Job Responsibilities Develop innovative solutions to complex problems such as Automated Reasoning for Trusted AI‑Enabled Customer Service. Implement novel algorithms and modeling solutions in collaboration with scientists and engineers. Analyze data, define metrics, and identify actionable insights to measure improvements in customer experience. Communicate results and insights to technical and non‑technical audiences through reports, presentations, and publications. Collaborate with product management and engineering teams to integrate and optimize models in production systems. A Day in the Life A typical day involves combining business expertise with hands‑on problem‑solving in ML and AI. You will tackle complex data initiatives, ensure alignment with customer needs and business objectives, translate requirements into AI‑driven solutions, design and enhance AI models, monitor data quality and model performance, and generate actionable insights from large datasets. About the Team The Data Intelligence team develops and applies GenAI, ML, Ontology, and NLP to enhance customer service associates and customer experiences. Basic Qualifications 3+ years of building models for business applications. PhD, or Master’s degree and 4+ years of experience in CS, CE, ML or related field. Experience in patents or publications at top‑tier peer‑reviewed conferences or journals. Programming experience in Java, C++, Python or related language. Experience in algorithms and data structures, parsing, numerical optimization, data mining, parallel and distributed computing, or high‑performance computing. Preferred Qualifications Experience using Unix/Linux. Professional software development experience. Benefits Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D, and optional supplemental life plans), EAP, mental health support, medical advice line, flexible spending accounts, adoption and surrogacy reimbursement, 401(k) matching, paid time off, and parental leave. Salary USA, CA, Santa Clara – $171,600.00 – $222,200.00 USD annually. USA, WA, Seattle – $142,800.00 – $193,200.00 USD annually. EEO Statement Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. #J-18808-Ljbffr Amazon Science