Senior Applied Scientist, Amazon Customer Service

Amazon • Santa Clara, CA • 7h ago

Description

The Applied Scientist will play a critical role in the research, development, and implementation of solutions to key challenges in developing conversational AI systems that can understand and communicate with customers in a natural and @contextually appropriate manner. This involves tackling complex problems in areas such as multi-turn dialogue management, knowledge grounding, and open-ended generation.

Key job responsibilities

Research and development of LLM-based chatbots and conversational AI systems for customer service applications.

Design and implement state-of-the-art NLP and ML models for tasks such as language understanding, dialogue management, and response generation.

Collaborate with cross-functional teams, including data scientists, software engineers, and product managers, to integrate LLM-based solutions into Amazon's customer service platforms.

Develop and implement strategies for data collection, annotation, and model training to ensure high-quality and robust performance of the chatbots.

Conduct experiments and evaluations to measure the performance of the developed models and systems, and identify areas for improvement.

Stay up-to-date with the latest advancements in NLP, LLMs, and conversational AI, and explore opportunities to incorporate new techniques and technologies into Amazon's customer service solutions.

Collaborate with internal and external research communities, participate in conferences and publications, and contribute to the advancement of the field.

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 through collaboration with engineering, science, and product teams, we 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:

Medical, Dental, and Vision Coverage

Maternity and Parental Leave Options

Paid Time Off (PTO)

401(k) Plan

About the team

Join our team of scientists and engineers who develop and deploy LLM-based Conversational AI systems to enhance Amazon's customer service experience and effectiveness. We work on innovative solutions that help customers solve their issues and get their questions answered efficiently, and associate-facing products that support our customer service associate workforce.

Basic Qualifications

Master's degree

4+ years of building machine learning models or developing algorithms for business application experience

Preferred Qualifications

PhD

5+ years of building machine learning models or developing algorithms for business application experience

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 $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.

Amazon

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