Applied Scientist, Amazon Customer Service

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 associate and customer experiences.

As an Applied Scientist, you"ll 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 be key in shaping data-driven strategies and addressing complex data challenges. With your expertise in AI, text analysis, embeddings, language modeling, and generation, you"ll design and develop scalable AI-powered technology solutions, prioritize initiatives, drive data-driven insights, and deliver business impact. This position will advance applied science best practices, leverage data and AI to drive customer experience improvements, and set new global standards for customer experience.

This role requires you to work with a cross-functional team, including scientists, engineers, and product managers, to develop scalable and maintainable AI solutions for both structured and unstructured data. The ideal candidate has strong technical skills in AI techniques (e.g., automated reasoning, reasoning, planning, knowledge representation), excellent written documentation skills, and experience with big data technologies. Success in this role requires combining deep business knowledge with hands-on technical skills to solve customer problems and address complex technical challenges.

Key job responsibilities

• Develop innovative solutions to complex problems (e.g., Automated Reasoning for Trusted AI-Enabled Customer Service).
• Apply technical expertise to implement novel algorithms and modeling solutions, in collaboration with other scientists and engineers.
• Analyze data and define metrics to identify actionable insights and measure improvements in customer experience.
• Communicate results and insights to both technical and non-technical audiences through written reports, presentations, and internal/external publications.
• Collaborate with product management and engineering teams to integrate and optimize models in production systems.

A day in the life

A typical day as an Applied Scientist in the Data Intelligence team involves combining business expertise with hands-on problem-solving in ML and AI. The role encompasses tackling complex data initiatives, ensuring alignment with customer needs and business objectives, and translating business requirements into practical AI-driven solutions. Working collaboratively with cross-functional teams, this position involves designing and enhancing AI models, focusing on efficiency, precision, and scalability. Daily activities include ensuring data quality, monitoring model performance, and generating actionable insights from vast amounts of information. Each day presents opportunities to resolve complex technical challenges, advance important AI projects, and conceive innovative ways to leverage data in transforming the customer experience.

About the team

The Data Intelligence team is a new function within Amazon Customer Service. We develop and apply Generative Artificial Intelligence (GenAI), Machine Learning (ML), Ontology, and Natural Language Processing (NLP) to enhance customer service associate and customer experiences.