Applied Scientist, Amazon Customer Service Job at Amazon in Seattle

Applied Scientist, Amazon Customer Service

Job ID: 2853079 | Amazon.com Services LLC

"We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." - Jeff Bezos, Founder & CEO.

We didn’t make Amazon a trillion-dollar company, our customers did and we want to ensure that our customers always have a positive experience that keeps them coming back to Amazon.

To help achieve this, the Worldwide Defect Elimination (WWDE) team, within Amazon Customer Service, relentlessly focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. WWDE scientists solve complex problems and build scalable solutions to help our customers navigate through issues and eliminate systemic defects to prevent future issues.

As an Applied Scientist, your role is pivotal in leveraging advanced Artificial Intelligence (AI) and Machine Learning (ML) techniques to address customer issues at scale. You'll develop innovative solutions that summarize and detect issues, organize them using taxonomy, and pinpoint root causes within Amazon systems. Your expertise will drive the identification of responsible stakeholders and enable swift resolution. Utilizing the latest techniques, you will build an AI ecosystem that can efficiently comb over our billions of customer interactions (using a combination of media). As a part of this role, you will collaborate with a large team of experts in the field and move the state of defect elimination research forward. You should have a knack for leveraging AI to translate complex data insights into actionable strategies and can communicate these effectively to both technical and non-technical audiences.

Key job responsibilities

1. Develop ML/GenAI-powered solutions for automating defect elimination workflows
2. Implement scalable and efficient scientific solutions in production environments
3. Design and implement robust metrics to evaluate the effectiveness of ML/AI models
4. Perform statistical analyses and statistical tests, including hypothesis testing and A/B testing
5. Recognize and adopt best practices in reporting and analysis: data integrity, test design, analysis, validation, and documentation

BASIC QUALIFICATIONS

1. Master's degree in computer science, machine learning, statistics, mathematics or equivalent quantitative field
2. 3+ years of building deep learning or machine learning models for business application experience
3. Deep knowledge in one or more areas of machine learning or deep learning
4. Experience programming in Java, Python or related language

PREFERRED QUALIFICATIONS

1. PhD in computer science, machine learning, statistics, mathematics or equivalent quantitative field
2. Experience in patents or publications at top-tier peer-reviewed conferences or journal
3. Experience with NLP and generative deep learning models (i.e. LLM)
4. Ability to work collaboratively in a cross-functional team environment
5. Ability to communicate with both technical and business stakeholders

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. #J-18808-Ljbffr