Applied Scientist, Amazon Customer Service

<strong>Description<br><br></strong>The Data Intelligence team is a new function within Amazon Customer Service (CS). 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.<br><br>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.<br><br>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.<br><br>Key job responsibilities<br><br><ul><li> Develop innovative solutions to complex problems (e.g., Automated Reasoning for Trusted AI-Enabled Customer Service).</li><li> Apply technical expertise to implement novel algorithms and modeling solutions, in collaboration with other scientists and engineers.</li><li> Analyze data and define metrics to identify actionable insights and measure improvements in customer experience.</li><li> Communicate results and insights to both technical and non-technical audiences through written reports, presentations, and internal/external publications.</li><li> Collaborate with product management and engineering teams to integrate and optimize models in production systems.<br><br></li></ul>A day in the life<br><br>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.<br><br><strong>About The Team<br><br></strong>The Data Intelligence team is a new function within Amazon Customer Service. We develop and apply Generative Artificial Intelligence (GenAI), Machine Learning (ML), and Natural Language Processing (NLP) techniques to enhance customer service associate and customer experiences.<br><br><strong>Basic Qualifications<br><br></strong><ul><li> 3+ years of building models for business application experience</li><li> PhD, or Master's degree and 4+ years of CS, CE, ML or related field experience</li><li> Experience in patents or publications at top-tier peer-reviewed conferences or journals</li><li> Experience programming in Java, C++, Python or related language</li><li> Experience in any of the following areas: algorithms and data structures, parsing, numerical optimization, data mining, parallel and distributed computing, high-performance computing<br><br></li></ul><strong>Preferred Qualifications<br><br></strong><ul><li> Experience using Unix/Linux</li><li> Experience in professional software development<br><br></li></ul>Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.<br><br>Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.<br><br>Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.<br><br>The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at CA, Santa Clara - 171,600.00 - 222,200.00 USD annually<br><br>USA, WA, Seattle - 142,800.00 - 193,200.00 USD annually<br><br><br><strong>Company</strong> - Amazon.com Services LLC<br><br>Job ID: A10502934

Back to blog

Other Jobs To Apply

Databricks Platform Engineer(Remote)(12+ Years)

Remote Video Editor: Social-first Storytelling Pro

Media Operations Specialist, NBC & Telemundo Dallas/Fort Worth

Senior Editor, The Free Press

Strategy & Engagement Manager, Risk & Resilience (RapidScale) (Remote)

Clinical Research Associate Manager (Remote)

Principal Specialist, Supplier Quality & Development - Electronics (Remote)

Strategic Advertising Sales Executive (Hybrid) Job at PayPal in New York

Associate Producer, Manifold

EMEA Insights Lead, Consumer and Commercial Strategy

Brand & Presentation Designer - Canva Pro, Remote

Billing Operations Analyst 1

Director, Platform Architecture

Entry-Level BDR: CRE Advertising & Events, Hybrid Role

Remote Retention Marketing Manager, DTC eCommerce

Aurora Tour Guide & Photographer Job at Borealis Basecamp in Fairbanks

Group Underwriter Senior – Anthem Balanced Funding job at Elevance Health in Atlanta, GA, Iselin, NJ, Costa Mesa, CA, Tampa, FL, Indianapolis, IN, Wilmington, DE, Cincinnati, OH, Denver, CO, Mendota Heights, MN, Grand Prairie, TX, Chicago, IL

Enablement Partner

Product Manager Fraud

Crypto Product Compliance Lead

Staff Researcher, Payment Experiences & Pricing

X (Twitter) Account Manager, Content Creator & reputed company Specialist

Engineering Manager - Music at Spotify: 100% Remote (NY)

Remote Operations Center Specialist (Live Sports & Entertainment)

Inbound Sales Call Center Representative

Sales Order Support Operations Specialist (Remote)

Verizon FIOS Sales Agent

Biostatistician 1

Public Health Officer at Royal Caribbean Cruises, Inc. Miami, FL

Senior Account Executive, DSP

Heavy Duty Fleet Maintenance Trainer

Remote Senior EDI Platforms Administrator

Sr. Digital Products & Innovation Analyst

Remote Lead: Commercial Analytics & Pricing Insights

REMOTE - Fedex Freight Broker

Hiring Subsurface Data Analyst in Anchorage, Alaska

Technology Service Operations Engineer

Remote CDI Documentation Specialist (Flexible Hours)

Global Cash Repatriation Specialist (Hybrid/Remote)

Commercial & Land Deals Advisor

Domino's Delivery Driver (05752)

General Manager (09665) - 661 NW 32nd St

International Food Safety and Quality Assurance Manager

Assistant/Department Manager- From $18 up to 24$ per hour

Principal Engineer, Identity & Authorization

Coca-Cola Data Entry Clerk (Remote)

Executive Assistant / Operations Manager — Remote

[Remote] Senior Principal Scientist, Regulatory Liaison

Medical Representative, Gastro of Immunology - Remote

[Remote] Sr. Security Data Engineer, Vulnerability Risk Management

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...