• Principal Data Scientist, Customer Engagement…

    Amazon (Seattle, WA)


    Description

    We are seeking a Principal Data Scientist to architect and lead Amazon Customer Service's (ACS) measurement and evaluation strategy for AI-powered CS solutions for shoppers and CS Associates. In this role, you will develop comprehensive frameworks to evaluate, monitor, and optimize both text and voice chatbots, while quantifying their impact on customer experience and CS operational efficiency.

     

    Key job responsibilities

     

    - Design end-to-end measurement frameworks for multi-turn conversations across text and voice interfaces

     

    - Create benchmark datasets and metrics for core language tasks (intent detection, API execution, response generation, safety)

     

    - Develop experimental methodologies connecting technical metrics to business outcomes

     

    - Lead the development of real-time monitoring systems to detect model and system degradation

     

    - Partner with scientists to establish offline and online evaluation frameworks that drive model improvements

     

    - Analyze customer interaction patterns to identify optimization opportunities across self-service channels

    - Guide strategic decisions through data-driven insights that connect UX design to business impact

    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:

     

    1. Medical, Dental, and Vision Coverage

    2. Maternity and Parental Leave Options

    3. Paid Time Off (PTO)

    4. 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!

    About the team

    ACS drives customer experience innovation through AI-powered solutions across multiple business verticals. As the primary measurement leader for conversational AI, you will shape how we evaluate and improve automated customer interactions at scale.

    Basic Qualifications

    - Master's degree in Computer Science, Statistics, or related quantitative field

     

    - Experience in data science or machine learning

     

    - Proven expertise in experimental design and causal inference

     

    - Experience in in NLP evaluation metrics and benchmarking

     

    - Experience with large-scale measurement systems and real-time monitoring

     

    - Experience in statistical analysis and hypothesis testing

     

    - Track record of translating technical metrics into business insights

    Preferred Qualifications

    - PhD in Maths, Statistics, Operation Research, Computer Science and related technical fields

     

    - Experience evaluating conversational AI or chatbot systems

     

    - Expertise in voice quality metrics and speech recognition evaluation

     

    - Background in customer experience analytics

     

    - Knowledge of multi-modal and multi-lingual evaluation frameworks

     

    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 $145,800/year in our lowest geographic market up to $294,700/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.