The Data and Artificial Intelligence (AI) team is a new function within Customer Engagement Technology. 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), Computer Vision, Machine Learning (ML), Ontology, and Natural Language Processing (NLP) to customer service associate experiences and foundational technologies.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. With your expertise will be key in shaping data-driven strategies and addressing complex data challenges. With expertise in AI, text analysis, and embedding, 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 (CX) improvements, and set new global standards for customer experience. This role requires working with a cross-functional team including scientists, engineers, and product management to develop scalable and maintainable AI solutions for both structured and unstructured data. The ideal candidate has strong technological skills in ML, NLP, and GenAI, excellent written documentation skills, and experience with big data technologies.You should care deeply about customers and stive to deliver customer value through applied science. You should work well in a fast-paced setting, using your skills to create effective solutions. With a combination of deep business know-how and hands-on skills, you will tackle complex challenges and drive continuous improvement.Key job responsibilities- Develop innovative solutions to complex problems (e.g., extending the functionalities of conversational assistants ).- Apply technical expertise to implement novel algorithms and modeling solutions, in collaboration with other scientists and engineers.- Analyze data and define metrics to identify actionable insights and measure improvements in customer experience.- Communicate results and insights to both technical and non-technical audiences through written reports, presentations, and both internal/external publications.- Collaborate with product management and engineering teams to integrate and optimize models in production systems.Come join a team of bright, passionate, and customer-obsessed individuals who are having fun and making history. We would love to talk to you!A day in the lifeA typical day for an Applied Scientist in the Customer Service's Data and AI team involves a combination of gaining business know-how with hands-on problem-solving in NLP and GenAI. You'll tackle complex data initiatives, ensuring alignment with customer needs and business objectives, and translate business requirements into practical AI-driven solutions. Collaborating with cross-functional teams, you'll design and enhance AI models, focusing on efficiency, precision, and scalability. Your day will involve ensuring data quality, model performance, and generating actionable insights from vast amounts of information. By the end of the day, you will have typically resolved complex technical issues, advanced important AI projects, and conceived new ideas to improve how Amazon utilizes data to transform the customer experience.If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!Benefits Summary:Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:1. Medical, Dental, and Vision Coverage2. Maternity and Parental Leave Options3. Paid Time Off (PTO)4. 401(k) PlanAbout the teamThe Data and Artificial Intelligence (AI) team is a new function within Customer Engagement Technology. 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 Generative AI (GenAI), Computer Vision, Machine Learning, Ontologies, and Natural Language Processing (NLP) to customer service associate experiences and foundational technologies.BASIC QUALIFICATIONS- 3+ years of building models for business application experience- Master's degree in computer science, machine learning, engineering, or related fields
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