Applied Scientist II, Customer Service AI

Job Description

As an Applied Scientist II in the Customer Service AI team at Amazon, you will play a pivotal role in the research, development, and implementation of cutting-edge solutions to enhance conversational AI systems. Your work will focus on creating AI systems that can understand and communicate with customers naturally and contextually.

Key Responsibilities

• Research and Development: Engage in the research and development of LLM-based chatbots and conversational AI systems tailored for customer service applications.
• Design and Implementation: Design and implement state-of-the-art NLP and ML models for tasks such as language understanding, dialogue management, and response generation.
• Collaboration: Work closely with cross-functional teams, including data scientists, software engineers, and product managers, to integrate LLM-based solutions into Amazon's customer service platforms.
• Data Strategy: Develop and implement strategies for data collection, annotation, and model training to ensure high-quality and robust performance of the chatbots.
• Performance Evaluation: Conduct experiments and evaluations to measure the performance of the developed models and systems, identifying areas for improvement.
• Innovation: Stay abreast of the latest advancements in NLP, LLMs, and conversational AI, exploring opportunities to incorporate new techniques and technologies into Amazon's customer service solutions.
• Community Engagement: 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

You will thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, you will create unparalleled experiences that enable rapid adaptation in a dynamic environment. Your decisions will be guided by data, and you will collaborate with engineering, science, and product teams to foster an innovative learning environment.

Qualifications

• Basic Qualifications: Master's degree and 2+ years of experience in building machine learning models or developing algorithms for business applications.
• Preferred Qualifications: PhD and 3+ years of experience in building machine learning models or developing algorithms for business applications.

Benefits

Amazon offers a comprehensive benefits package that supports you and your 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

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.

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.