Principal Data Scientist, Customer Engagement Service - Science

Amazon • Santa Clara, CA • 4d ago

Description

We are seeking a Principal Data Scientist to architect and lead Amazon Customer Service's (ACS) measurement and evaluation strategy for AI-powered CS solutions for shoppers and CS Associates. In this role, you will develop comprehensive frameworks to evaluate, monitor, and optimize both text and voice chatbots, while quantifying their impact on customer experience and CS operational efficiency.

Key job responsibilities

Design end-to-end measurement frameworks for multi-turn conversations across text and voice interfaces

Create benchmark datasets and metrics for core language tasks (intent detection, API execution, response generation, safety)

Develop experimental methodologies connecting technical metrics to business outcomes

Lead the development of real-time monitoring systems to detect model and system degradation

Partner with scientists to establish offline and online evaluation frameworks that drive model improvements

Analyze customer interaction patterns to identify optimization opportunities across self-service channels

Guide strategic decisions through data-driven insights that connect UX design to business impact

About the team

ACS drives customer experience innovation through AI-powered solutions across multiple business verticals. As the measurement leader for conversational AI, you will shape how we evaluate and improve automated customer interactions at scale.

Basic Qualifications

Master's degree in Computer Science, Statistics, or related quantitative field

Rich experience in data science or machine learning

Proven expertise in experimental design and causal inference

Strong background in NLP evaluation metrics and benchmarking

Experience with large-scale measurement systems and real-time monitoring

Excellence in statistical analysis and hypothesis testing

Track record of translating technical metrics into business insights

Preferred Qualifications

PhD in Maths, Statistics, Operation Research, Computer Science and related technical fields

Experience evaluating conversational AI or chatbot systems

Expertise in voice quality metrics and speech recognition evaluation

Background in customer experience analytics

Knowledge of multi-modal and multi-lingual evaluation frameworks

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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 $145,800/year in our lowest geographic market up to $294,700/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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