Description 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 a Senior 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 - Apply technical expertise and experience to demonstrate leadership in tackling large, complex problems. - Set the direction and collaborate with other talented applied scientists and engineers to research and develop AI modeling and engineering techniques that reduce friction and enable scientific solutions for products. - Analyze, understand, and improve customer experiences by leveraging Amazon's data sources and large-scale computing resources to accelerate advances in AI. Your work will directly impact our customers through novel products and services. - Lead communications with stakeholders and leadership to demonstrate business impact and earn trust. - Participate in the science hiring process. Mentor and develop other scientists by improving their technical skills, solution knowledge, and operational effectiveness. 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 life A 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. You'll mentor team members, fostering skill growth and encouraging innovative solutions. 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 Coverage 2. Maternity and Parental Leave Options 3. Paid Time Off (PTO) 4. 401(k) Plan About the team 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 Generative AI (GenAI), Computer Vision, Machine Learning, Ontologies, and Natural Language Processing (NLP) to customer service associate experiences and foundational technologies. Basic Qualifications - 5+ years of building machine learning models for business application experience - Master's degree in engineering, technology, computer science, machine learning, robotics, operations research, statistics, mathematics or equivalent quantitative field Preferred Qualifications - Advanced degree (PhD) in Computer Science, Machine Learning, Engineering, or a related quantitative field. - Hands-on experience developing and deploying GenAI applications, such as language models, text classification. - Experience programming in Java, C++, Python or related language - Strong understanding of GenAI or NLP fundamentals. - Proficiency in designing and implementing large-scale data pipelines, and cloud-based data infrastructure. - Proven track record of tackling highly ambiguous, complex data challenges and delivering impactful solutions. 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. Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $150,400/year in our lowest geographic market up to $260,000/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.