Senior Data Scientist Q ML, Amazon Q in Connect (QiC)

As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Amazon Q in Connect (QiC) provides customer service agents with recommendations for what to say and do (including step-by-step guides) to resolve customer issues faster, improving customer satisfaction and reducing costs. QiC reduces agent handle times and will improve resolution rates through its ability to understand complex customer objectives, synthesize relevant information from diverse sources (e.g., customer data, contact transcripts, knowledge articles), and generate human-like responses or take actions personalized to an end-customer’s situation. QiC will generate usage data (e.g., what actions that agents do or do not take on QiC responses) that enables QiC to learn and improve with an “agent in the loop,” increasing QiC’s accuracy and ability to automate more contact types.

Key job responsibilities
We are looking for an experienced Data Scientist with a strong machine learning background to lead the development of frameworks that deepen understanding of agent assistance and improve automation in Call Center environments.

Bringing to bear a mixture of model development and software engineering skills, you will lead the development and deployment and of several of Q in Connect's core assistant models, use data-driven methods to answer business questions, and deliver insights to deepen understanding of Amazon Connect agents and end-customers.


About the team
About AWS

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This team is part of AWS Solutions:

AWS Solutions
As part of the AWS solutions organization, we have a vision to provide business applications, leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers' businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. we blend vision with curiosity and Amazon's real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.