Applied Scientist II, Customer Service AI

The role of an Applied Scientist will be pivotal in researching, developing, and implementing solutions to address key challenges in developing conversational AI systems that can understand and communicate with customers in a natural and contextually appropriate manner.

Key responsibilities include:
• Researching and developing LLM-based chatbots and conversational AI systems for customer service applications.
• Designing and implementing state-of-the-art NLP and ML models for tasks such as language understanding, dialogue management, and response generation.
• Collaborating with cross-functional teams, including data scientists, software engineers, and product managers, to integrate LLM-based solutions into Amazon's customer service platforms.
• Developing and implementing strategies for data collection, annotation, and model training to ensure high-quality and robust performance of the chatbots.
• Conducting experiments and evaluations to measure the performance of the developed models and systems, and identifying areas for improvement.
• Staying up-to-date with the latest advancements in NLP, LLMs, and conversational AI, and exploring opportunities to incorporate new techniques and technologies into Amazon's customer service solutions.
• Collaborating with internal and external research communities, participating in conferences and publications, and contributing to the advancement of the field.

A day in the life at Amazon involves solving challenging problems to innovate for our customers. We thrive on pushing the boundaries of technology to 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're passionate about this role and want to make an impact on a global scale, please apply. At Amazon, we value people with unique backgrounds, experiences, and skillsets.

Benefits Summary:
• Amazon offers a full range of benefits that support employees and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours worked, length of employment, and job status.
• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan

About the team:

Our team consists 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 associate-facing products that support our customer service associate workforce.

Basic Qualifications: • Master's degree • 2+ years of building machine learning models or developing algorithms for business application experience

Preferred Qualifications: • PhD • 3+ years of building machine learning models or developing algorithms for business application experience

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.

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