Description As a Sr. 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. Your expertise will be key in shaping data-driven strategies and addressing complex data challenges. With expertise in AI, text analysis, text embeddings, 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. The 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 strive to deliver customer value through applied science. You should be able to work well in a fast-paced setting, using your skills to create effective solutions. With a combination of deep business knowledge and hands-on skills, you will tackle complex challenges and drive continuous improvement. Key job responsibilities - Leverage technical expertise and experience to demonstrate leadership in tackling large, complex problems. - Set direction and collaborate with other talented applied scientists and engineers to research and develop LLM modeling and engineering techniques that reduce friction and enable scientific solutions for products. - Analyze, understand, and improve customer experiences by leveraging Amazon's heterogeneous data sources and large-scale computing resources to accelerate advances in artificial intelligence; your work will directly impact customers through novel products and services. - Lead communications with stakeholders and leadership to demonstrate business impact and earn trust. - Participate in the scientific hiring process. Mentor and develop other scientists by improving their technical skills, solution knowledge, and operational effectiveness. A day in the life A typical day for an Applied Scientist involves a blend of gaining business know-how and 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. Your day involves monitoring data quality, evaluating model performance, and generating actionable insights from vast amounts of information. By the end of the day, you will have resolved complex technical issues, advanced important AI projects, and developed 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 Our Science 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 develop and deploy generative AI (GenAI), computer vision, machine learning, ontologies, and natural language processing (NLP) solutions for customer service associate experiences and foundational technologies. Basic Qualifications - 3+ years of building machine learning models for business application experience - PhD, or Master's degree and 6+ years of applied research experience - Experience programming in Java, C++, Python or related language - Experience with neural deep learning methods and machine learning Preferred Qualifications - Experience with modeling tools such as R, scikit-learn, Spark MLLib, MxNet, Tensorflow, numpy, scipy etc. - Experience with large scale distributed systems such as Hadoop, Spark etc. 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.