Data Scientist, Customer Engagement Technology

- 1+ years of data querying languages (e.g. SQL), scripting languages (e.g. Python) or statistical/mathematical software (e.g. R, SAS, Matlab, etc.) experience
- 2+ years of data/research scientist, statistician or quantitative analyst in an internet-based company with complex and big data sources experience
- Knowledge of statistical packages and business intelligence tools such as SPSS, SAS, S-PLUS, or R
- Experience with clustered data processing (e.g., Hadoop, Spark, Map-reduce, and Hive)

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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 $97,500/year in our lowest geographic market up to $185,000/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.
The Data 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, evaluating, and deploying solutions based on large pretrained language models into conversational Artificial Intelligence (AI) systems that can understand and communicate with customers in a natural and contextually appropriate manner.

This role involves model development 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
- Define and implement robust HITL strategies to effectively expedite the Large Language Model (LLM) model scaling process.
- Collaborate with human annotators and subject matter experts to establish clear guidelines and quality control measures.
- Analyze feedback loops and iterate on model performance to ensure continuous improvement.
- Conduct in-depth analysis of large-scale conversational datasets to identify patterns, trends, and potential challenges.
- Document methodologies, findings, and results in a clear and concise manner, ensuring reproducibility and knowledge sharing.
- Collaborate with cross-functional teams, including applied scientists, software engineers, and product managers, to integrate Large Language Model-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 conversational AI systems.
- Conduct experiments and evaluations to measure system and model performance, and identify areas for improvement.
- Stay up-to-date with the latest advancements in Natural Language Processing (NLP),LLMs, and conversational Artificial Intelligence (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 develop associate-facing products that support our customer service associate workforce.