• Applied Scientist, Customer Engagement Technology

    Amazon (Seattle, WA)


    Description

    The Applied Scientist in Natural Language Processing (NLP) within the Customer Engagement Technology, Self-Service, and Automation team will work on the research, design, and implementation of solutions to key challenges in developing conversational Artificial Intelligence (AI) systems. These systems, which are based on large pretrained language models, must be able to understand and communicate with customers in a natural and contextually appropriate manner.

     

    This role involves tackling complex problems in areas such as multi-turn dialogue management, knowledge grounding, and open-ended generation, and the assessment of dialogue quality and style of the conversational model.

     

    Key job responsibilities

     

    - Lead the research and development of Large Language Model (LLM)-based chatbots and conversational AI systems for customer service applications.

     

    - Design and implement state-of-the-art NLP and Machine Learning (ML) models for tasks such as language understanding, dialogue management, response generation, and dialogue quality assessment.

     

    - Collaborate with cross-functional teams, including data scientists, software engineers, and product managers, to integrate LLM-based solutions into Amazon's customer service platforms.

     

    - Develop and implement strategies for data collection, annotation, and model training to ensure high-quality and robust performance of chatbots.

     

    - Conduct experiments and evaluations to measure the performance of developed models and systems, and identify areas for improvement.

     

    - Stay up-to-date with the latest advancements in NLP, LLMs, and conversational AI, and explore opportunities to incorporate new techniques and technologies into Amazon's customer service solutions.

     

    A day in the life

     

    We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

     

    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

    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 on associate-facing products that support our customer service associate workforce.

    Basic Qualifications

    - 3+ years of building machine learning models or developing algorithms 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 building speech recognition, machine translation and natural language processing systems (e.g., commercial speech products or government speech projects)

    Preferred Qualifications

    - PhD in engineering, technology, computer science, machine learning, robotics, operations research, statistics, mathematics or equivalent quantitative field

     

    - Experience in professional software development

     

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

     

    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 $136,000/year in our lowest geographic market up to $223,400/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.