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 center 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.
