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 expertise in AI, text analysis, text 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 (CX) improvements, and set new global standards for customer experience. This role requires working with a cross-functional team, including scientists, engineers, and product management, to develop scalable and maintainable AI solutions for both structured and unstructured data. The ideal candidate has strong technological skills in ML, NLP, and GenAI, excellent written documentation skills, and experience with big data technologies.
You should care deeply about customers and strive to deliver customer value through applied science. You should work well in a fast-paced setting, using your skills to create effective solutions. With a combination of deep business knowledge and hands-on skills, you will tackle complex challenges and drive continuous improvement.
Key job responsibilities
- Leverage technical expertise and experience to demonstrate leadership in tackling large, complex problems.
- Set direction and collaborate with other talented applied scientists and engineers to research and develop LLM modeling and engineering techniques that reduce friction and enable scientific solutions for products.
- Analyze, understand, and improve customer experiences by leveraging Amazon's heterogeneous data sources and large-scale computing resources to accelerate advances in artificial intelligence; your work will directly impact customers through novel products and services.
- Lead communications with stakeholders and leadership to demonstrate business impact and earn trust.
- Participate in the scientific hiring process. Mentor and develop other scientists by improving their technical skills, solution knowledge, and operational effectiveness.
A day in the life
typical day for an Applied Scientist involves a blend of gaining business know-how and hands-on problem-solving in NLP and GenAI. You'll tackle complex data initiatives, ensuring alignment with customer needs and business objectives, while translating business requirements into practical AI-driven solutions. Collaborating with cross-functional teams, you'll design and enhance AI models, focusing on efficiency, precision, and scalability. Your day involves monitoring data quality, evaluating model performance, and generating actionable insights from vast amounts of information. By the end of the day, you will have resolved complex technical issues, advanced important AI projects, and developed new ideas to improve how Amazon utilizes data to transform the customer experience.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
Our Science team is a new function within Customer Engagement Technology. We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy. We develop and deploy Generative AI (GenAI), Computer Vision, Machine Learning, Ontologies, and Natural Language Processing (NLP) solutions for customer service associate experiences and foundational technologies.
