Applied Scientist, Customer Service

Applied Scientist, Amazon Customer Service

The Data Intelligence team is a new function within Amazon Customer Service, focused on defining, building, implementing, and monitoring a comprehensive data strategy. We apply Generative Artificial Intelligence (GenAI), Machine Learning (ML), Ontology, and Natural Language Processing (NLP) to enhance both customer service associates and customer experiences.

As an Applied Scientist you will own the definition and implementation of customer‑focused, AI‑driven innovation in Amazon Customer Service globally. You will leverage GenAI, ML, and/or NLP to transform complex business requirements and customer needs into innovative technology solutions, shaping data‑driven strategies and addressing complex data challenges.

• Develop innovative solutions to complex problems (e.g., automated reasoning for trusted AI‑enabled customer service).
• Apply technical expertise to implement novel algorithms and modeling solutions in collaboration with scientists and engineers.
• Analyze data and define metrics to identify actionable insights and measure improvements in customer experience.
• Communicate results and insights to technical and non‑technical audiences through written reports, presentations, and publications.
• Collaborate with product management and engineering teams to integrate and optimize models in production systems.

In this role you combine business expertise with hands‑on problem‑solving in ML and AI. You tackle complex data initiatives, ensure alignment with customer needs and business objectives, translate requirements into practical AI‑driven solutions, design and enhance AI models, maintain data quality, monitor model performance, and generate actionable insights from large data sets.

The Data Intelligence team develops and applies GenAI, ML, Ontology, and NLP to enhance customer service associate and customer experiences.

• 3+ years of building models for business applications.
• PhD or Master’s degree with 4+ years of experience in CS, CE, ML, or related field.
• Experience in patents or publications at top‑tier peer‑reviewed conferences or journals.
• Programming experience in Java, C++, Python, or related language.
• Experience in algorithms and data structures, parsing, numerical optimization, data mining, parallel and distributed computing, or high‑performance computing.
• Experience using Unix/Linux.
• Professional software development experience.

• Expertise in automated reasoning, planning, or knowledge representation.
• Advanced knowledge of embeddings, language modeling, and generation.

Base salary ranges for this position are:
USA, CA, Santa Clara – $ – $ USD annually
USA, WA, Seattle – $ – $ USD annually.
Amazon also offers comprehensive benefits, including health insurance, 401(k) matching, paid time off, parental leave, and additional benefits such as mental health support and adoption and surrogacy reimbursement coverage. Additional information can be found at (Use the "Apply for this Job" box below)..

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

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  for more information. If the country or region you’re applying in isn’t listed, please contact your Recruiting Partner.