We are seeking an Applied Scientist to join the Amazon Precision Match (APM) team within Customer Journey, Network Solutions. APM is a transformative initiative replacing Amazon's legacy queue-based customer service routing with intelligent algorithmic matching — connecting customers with the best available service option based on their needs and Customer Service Associates (CSA) capabilities. This role will drive the science behind a high-scale system with significant projected impact on operational efficiency and customer experience. You will work at the intersection of recommendation systems, real-time ML inference, and large-scale experimentation to redefine how Amazon serves its customers.
Key job responsibilities
- Design, develop, and optimize ML-based matching algorithms that pair customers with optimal CSAs based on contact complexity, intent, and CSA skill profiles.
- Build and iterate on feature engineering pipelines across CSA-level (skills, tenure, sentiment handling), contact-level (intent, complexity, urgency), and customer-level (language, communication style) attributes.
- Run offline simulations on large-scale historical contact data and design statistically rigorous A/B experiments to validate matching improvements.
- Develop real-time low-latency scoring and inference systems for production contact routing.
- Address the cold start problem for new CSAs and build continuous model retraining infrastructure using production feedback.
- Partner with CS Economics, Capacity Planning, and Quality teams on experiment design and results interpretation.
- Evolve the matching framework from individual CSA ranking to set-based optimization balancing performance and operational sustainability.
A day in the life
You will spend your days iterating on matching models, analyzing experiment results from live production traffic, and collaborating with engineers and product managers to translate science insights into system improvements. You'll partner with the Customer Service Economics team to design experiments, review simulation outputs, and present findings to senior leadership. You'll also deep-dive into CSA behavioral patterns, contact transcripts, and performance data to identify new matching signals and continuously improve the algorithm.
About the team
The Amazon Precision Match team is a high-impact, fast-moving science and engineering team within Customer Journey, Network Solutions. Our mission is to ensure every Amazon customer is connected with the right service option at the right time — improving customer experience while driving operational efficiency at scale. We value intellectual curiosity, rigorous experimentation, and a bias for action. We operate with a continuous improvement flywheel: offline simulation, A/B testing, and production rollout. We collaborate closely with Customer Service Operations, Capacity Planning, Quality, and partner science teams across Amazon.
