Senior Data Scientist Q ML, Amazon Q in Connect (QiC)

- 5+ years of data querying languages (e.g. SQL), scripting languages (e.g. Python) or statistical/mathematical software (e.g. R, SAS, Matlab, etc.) experience
- 4+ years of data scientist experience
- Experience with statistical models e.g. multinomial logistic regression
- 2+ years of data visualization using AWS QuickSight, Tableau, R Shiny, etc. experience
- Experience managing data pipelines
- Experience as a leader and mentor on a data science team

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 $143,300/year in our lowest geographic market up to $247,600/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.
As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Amazon Q in Connect (QiC) provides customer service agents with recommendations for what to say and do (including step-by-step guides) to resolve customer issues faster, improving customer satisfaction and reducing costs. QiC reduces agent handle times and will improve resolution rates through its ability to understand complex customer objectives, synthesize relevant information from diverse sources (e.g., customer data, contact transcripts, knowledge articles), and generate human-like responses or take actions personalized to an end-customer’s situation. QiC will generate usage data (e.g., what actions that agents do or do not take on QiC responses) that enables QiC to learn and improve with an “agent in the loop,” increasing QiC’s accuracy and ability to automate more contact types.

Key job responsibilities
We are looking for an experienced Data Scientist with a strong machine learning background to lead the development of frameworks that deepen understanding of agent assistance and improve automation in Call Center environments.

Bringing to bear a mixture of model development and software engineering skills, you will lead the development and deployment and of several of Q in Connect's core assistant models, use data-driven methods to answer business questions, and deliver insights to deepen understanding of Amazon Connect agents and end-customers.


About the team
About AWS

Diverse Experiences
AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

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This team is part of AWS Solutions:

AWS Solutions
As part of the AWS solutions organization, we have a vision to provide business applications, leveraging Amazon's unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers' businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. we blend vision with curiosity and Amazon's real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.