Research Scientist, Amazon Customer Service
Amazon
DESCRIPTION
"We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." - Jeff Bezos, Founder & CEO.
The Worldwide Defect Elimination (WWDE) team, within Amazon Customer Service, relentlessly focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. WWDE scientists solve complex problems and build scalable solutions to eliminate systemic defects and prevent future issues.
As an Applied Scientist, your role is pivotal in leveraging advanced Artificial Intelligence (AI) and Machine Learning (ML) techniques to address customer issues at scale. You'll develop innovative solutions that detect and organize issues, identify root causes, and route them to resolving teams across the company. You will leverage a spectrum of scientific techniques across both classical ML and Natural Language Processing/Generative AI (NLP)/GenAI to comb over our billions of customer interactions (using a combination of media).
In this role, you will collaborate with cross-functional teams (Product, Engineering, Program) and contribute to advancing the state of defect elimination research. This candidate should have a knack for leveraging AI to translate complex data insights into actionable strategies and can communicate these effectively to both technical and non-technical audiences.
Key job responsibilities
- Develop ML/GenAI-powered solutions for automating defect elimination workflows.
- Design and implement robust metrics to evaluate the effectiveness of ML/AI models.
- Perform statistical analyses and statistical tests, including hypothesis testing and A/B testing.
- Recognize and adopt best practices in reporting and analysis: data integrity, test design, analysis, validation, and documentation.
A day in the life
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
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