About the job
The Data Intelligence team is a new function within Amazon Customer Service. We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy. We also develop and apply Generative Artificial Intelligence (GenAI), Machine Learning (ML), Ontology, and Natural Language Processing (NLP) to enhance customer service associate and customer experiences.
Responsibilities
- 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 other scientists and engineers.
- Analyze data and define metrics to identify actionable insights and measure improvements in customer experience.
- Communicate results and insights to both technical and non-technical audiences through written reports, presentations, and internal/external publications.
- Collaborate with product management and engineering teams to integrate and optimize models in production systems.
Qualifications
Minimum
- 3+ years of building models for business application experience
- PhD, or Master's degree and 4+ years of CS, CE, ML or related field experience
- Experience in patents or publications at top-tier peer-reviewed conferences or journals
- Experience programming in Java, C++, Python or related language
- Experience in any of the following areas: algorithms and data structures, parsing, numerical optimization, data mining, parallel and distributed computing, high-performance computing
Preferred
- Experience using Unix/Linux
- Experience in professional software development