Senior Data Scientist, Customer Engagement Technology

Job description

Description
The Data and Artificial Intelligence (AI) team is a new function within Customer Engagement Technology.

We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy.

We also develop and apply Generative Artificial Intelligence (GenAI), Agentic AI, Data Science, Machine Learning (ML), Ontology, and Natural Language Processing (NLP) to enhance customer service associate and customer experiences.

As a Senior Data Scientist, you'll own the definition and implementation of customer-focused, AI-driven innovation in Amazon Customer Service globally, leveraging Data Science, Agentic AI, GenAI, ML, and/or NLP to transform complex business requirements and customer needs into innovative technology solutions.

Your expertise will be key in shaping data-driven strategies and addressing complex data challenges.

With your expertise in data science, you'll design and develop scalable solutions, prioritize initiatives, drive data-driven insights, and deliver business impact.

This position will advance applied data science best practices, leverage data and AI to drive customer experience (CX) improvements, and set new global standards for customer experience.

This role requires you to work with a cross-functional team, including scientists, engineers, and product managers, to develop scalable and maintainable AI solutions for both structured and unstructured data.

The ideal candidate has strong technical skills in Data Science, ML, NLP, and GenAI, excellent written documentation skills, and experience with big data technologies.

Success in this role requires combining deep business knowledge with hands-on technical skills to solve customer problems and address complex technical challenges.

Key job responsibilities
- Work closely with business stakeholders to identify data science use cases and build consensus on project priorities based on data availability, scientific applicability, implementation challenges, and business impact.
- Develop innovative solutions to complex problems, including the extension of conversational assistant functionalities.
- Apply technical expertise to implement novel algorithms and modeling solutions, in collaboration with other scientists and engineers.
- Analyze data and define metrics to identify actionable insights and measure improvements in customer experience.
- Effectively communicate results and insights to both technical and non-technical audiences through written reports, presentations, and internal/external publications.
- Collaborate with product management and engineering teams to integrate and optimize models in production systems.

A day in the life
A typical day as a Senior Data Scientist in the Data and AI team involves combining business expertise with hands-on technical problem-solving skills.

The role encompasses tackling complex data initiatives, ensuring alignment with customer needs and business objectives, and translating business requirements into practical data science and AI-driven solutions.

Working collaboratively with cross-functional teams, this position involves designing and enhancing data science models, focusing on efficiency, precision, and scalability.

Daily activities include ensuring data quality, monitoring model performance, and generating actionable insights from vast amounts of information.

Each day presents opportunities to resolve complex technical challenges, advance important AI projects, and conceive innovative ways to leverage data in transforming the customer experience.

About the team
The Data and Artificial Intelligence (AI) team is a new function within Customer Engagement Technology.

We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy.

We also develop and apply Generative Artificial Intelligence (GenAI), Agentic AI, Data Science, Machine Learning (ML), Ontology, and Natural Language Processing (NLP) to enhance customer service associate and customer experiences.

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!
Basic Qualifications
- 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
- Master's degree
Preferred Qualifications
- 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 an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies.

Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position.

These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation.

Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.

Required Skill Profession

Other General