Description We're seeking an exceptional Principal Applied Scientist to join Amazon's Digital Devices and Alexa Support (D2AS) Customer Service organization. In this role, you'll lead the development and implementation of SOTA AI/machine learning solutions that directly impact millions of customer interactions daily. You'll be at the forefront of revolutionizing how Amazon serves its customers through AI-powered experiences. You will lead scientific invention and development of advanced AI systems while providing crucial technical leadership across multiple domains. Your key deliverables will encompass designing and developing advanced AI-powered solutions for Customer Experience (CX) optimization, deploying scalable AI systems for customer service automation, and driving innovation in conversational AI and predictive analytics. In this role, you will pioneer novel approaches to complex customer experience challenges, drive research initiatives in LLMs and dialogue systems, and lead technical strategy development for CX technology initiatives. Additionally, you will mentor and develop applied scientists and engineers, drive cross-functional collaborative efforts , and influence senior leadership on technical direction and strategy. Key job responsibilities - Design and develop advanced AI/ML solutions for customer experience optimization - Architect scalable, production-grade AI systems for customer service automation - Drive innovation in conversational AI, natural language processing, and predictive analytics - Lead technical strategy and roadmap development for CX technology initiatives - Pioneer novel approaches to complex customer experience challenges - Drive research initiatives in areas such as LLMs, dialogue systems, and personalization - Publish and present findings at top-tier conferences and journals - Collaborate with research teams across Amazon - Mentor and develop applied scientists and engineers - Drive cross-functional collaboration with product, engineering, and operations teams - Influence senior leadership on technical direction and strategy 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. 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 Our team is responsible for revolutionizing Device, Digital and Alexa Support customer service for Amazon as it serves hundreds of millions of customers globally. We leverage Gen AI/ML technologies to create seamless, personalized, and efficient customer experiences. The Science and Data team (SDT) consists of Research Science, Applied Science, Data Engineering, and MLOPs professionals responsible for developing Gen AI solutions, experimentation, science modeling and generating data-driven insights to drive business performance and customer contact experience. Our work directly impacts customer satisfaction, operational efficiency, and Amazon's bottom line. The team builds state-of-the-art Gen AI/ML solutions for customer support in multi-lingual and multi-modal ( chat/image/voice) context, manages massive datasets, generates analytic insights, data pipelines that enable self-service analytics, engineering intelligent operational processes to create personalized customer experiences, and oversees the technical and operational aspects of analytical tools and platforms used by the entire D2AS/CS organization. Basic Qualifications - PhD in Computer Science, Machine Learning, or related field; or equivalent experience - 8+ years of professional experience in applied machine learning - Strong programming skills in Python, Java, or similar languages - Experience building and deploying AI systems at scale - Track record of leading complex technical projects Preferred Qualifications - 10+ years of expertise in applying AI to customer experience problems - Expertise in NLP, conversational AI, or recommendation systems - Deep understanding of deep learning frameworks (PyTorch, TensorFlow) - Experience with AWS services and cloud architecture - Publication record in top-tier Gen AI conferences - Strong track record of customer-focused innovation 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 $179,000/year in our lowest geographic market up to $309,400/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.