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Applied Scientist, Amazon Customer Service Job at Amazon in Seattle

Amazon, Seattle, WA, United States, 98127

Applied Scientist, Amazon Customer Service

Job ID: 2789558 | Amazon.com Services LLC

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’re seeking 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.

If you have experience with two or more of the following:

  1. Research and implementation of multi-turn task-oriented dialogue systems
  2. Natural Language Understanding / Spoken Language Understanding
  3. Information Retrieval, Question Answering, Semantic Representation
  4. Zero-shot or Few-shot Learning
  5. Crowdsourced NLU annotation best practices
  6. Reinforcement Learning (preferably in an NLP application)
  7. Computational Linguistics
  8. Large scale text classification

Then we want to hear from you!

Key job responsibilities

  1. Drive collaborative research and creative problem solving.
  2. Apply scientific concepts to real-world business problems.
  3. Create experiments and prototype implementations of new learning algorithms and prediction techniques.
  4. Collaborate with engineering teams to design and implement software solutions for science problems.
  5. 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.

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 Coverage
  2. Maternity and Parental Leave Options
  3. Paid Time Off (PTO)
  4. 401(k) Plan

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. Our team combines strategic thinking, technology expertise, and customer experience best practices. This ensures customers can easily get the most value from Amazon's digital offerings. We focus on providing the right support at the right time, tailored to each customer's needs. By eliminating friction and making support effortless, we enhance the overall customer experience.

BASIC QUALIFICATIONS

  1. 3+ years of building models for business application experience
  2. PhD, or Master's degree and 4+ years of CS, CE, ML or related field experience
  3. Experience in patents or publications at top-tier peer-reviewed conferences or journals
  4. Experience programming in Java, C++, Python or related language
  5. Experience in any of the following areas: algorithms and data structures, parsing, numerical optimization, data mining, parallel and distributed computing, high-performance computing

PREFERRED QUALIFICATIONS

  1. Experience using Unix/Linux
  2. Experience in professional software development

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,000/year in our lowest geographic market up to $222,200/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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