Applied Scientist, Customer Service

Amazon revolutionized customer service, now we are changing what customers expect from technical support. Device, Digital and Alexa Support (D2AS) is responsible for the Customer Service operations and solutions for all Amazon Devices and Digital products, from Kindle and Echo, to Amazon Music and Prime Video.

We seek an Applied Scientist to develop cutting-edge AI solutions leveraging Large Language Models (LLM), Machine Learning (ML) and Natural Language Processing (NLP) techniques to understand and resolve customer issues and provide earth's best customer service. We are looking for individuals with a passion for learning, researching, and deploying production-ready science solutions in a highly collaborative environment. We like to ideate, experiment, iterate, optimize and scale quickly, while thoughtfully balancing speed and quality
Key Job Responsibilities
? Drive collaborative research and creative problem solving.
? Apply scientific concepts to real-world business problems.
? Create experiments and prototype implementations of new learning algorithms and prediction techniques.
? Collaborate with engineering teams to design and implement software solutions for science problems.
? Constructively critique peer research and mentor junior scientists and engineers.

A Day in the Life

We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

About the Team

We at D2AS strive to make digital experiences effortless for customers. Our goal is to anticipate, evaluate, prevent, and eliminate any effort required from customers. We achieve this by setting the strategy for digital support and accelerating the delivery of seamless support experiences across Amazon's digital products.

Basic Qualifications
? 3+ years of building models for business application experience.
? PhD, or Master's degree and 4+ years of CS, CE, ML or related field experience.
? Experience in patents or publications at top-tier peer-reviewed conferences or journals.
? Experience programming in Java, C++, Python or related language.
? Experience in any of the following areas: algorithms and data structures, parsing, numerical optimization, data mining, parallel and distributed computing, high-performance computing.