Applied Scientist, Amazon Precision Match

Amazon.com Services LLC•5h ago

United StatesOnsite$142.8K–$193.2KFull-timeMid Level3+ yrs exp

H-1B verified · 2310 LCAs

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Applied Scientist

We are seeking an Applied Scientist to join the Amazon Precision Match (APM) team within Customer Journey, Network Solutions. APM is a transformative initiative replacing Amazon's legacy queue-based customer service routing with intelligent algorithmic matching — connecting customers with the best available service option based on their needs and Customer Service Associates (CSA) capabilities. This role will drive the science behind a high-scale system with significant projected impact on operational efficiency and customer experience. You will work at the intersection of recommendation systems, real-time ML inference
large-scale experimentation to redefine how Amazon serves its customers. Key job responsibilities - Design, develop
optimize ML-based matching algorithms that pair customers with optimal CSAs based on contact complexity, intent
CSA skill profiles. - Build and iterate on feature engineering pipelines across CSA-level (skills, tenure, sentiment handling), contact-level (intent, complexity, urgency)
customer-level (language, communication style) attributes. - Run offline simulations on large-scale historical contact data and design statistically rigorous A/B experiments to validate matching improvements. - Develop real-time low-latency scoring and inference systems for production contact routing. - Address the cold start problem for new CSAs and build continuous model retraining infrastructure using production feedback. - Partner with CS Economics, Capacity Planning
Quality teams on experiment design and results interpretation. - Evolve the matching framework from individual CSA ranking to set-based optimization balancing performance and operational sustainability. A day in the life You will spend your days iterating on matching models, analyzing experiment results from live production traffic
collaborating with engineers and product managers to translate science insights into system improvements. You'll partner with the Customer Service Economics team to design experiments, review simulation outputs
present findings to senior leadership. You'll also deep-dive into CSA behavioral patterns, contact transcripts
performance data to identify new matching signals and continuously improve the algorithm. About the team The Amazon Precision Match team is a high-impact, fast-moving science and engineering team within Customer Journey, Network Solutions. Our mission is to ensure every Amazon customer is connected with the right service option at the right time — improving customer experience while driving operational efficiency at scale. We value intellectual curiosity, rigorous experimentation
a bias for action. We operate with a continuous improvement flywheel: offline simulation, A/B testing
production rollout. We collaborate closely with Customer Service Operations, Capacity Planning, Quality
partner science teams across Amazon.
3+ years of building models for business application experience - PhD
Master's degree and 4+ years of CS, CE, ML or related field experience - Experience in patents or publications at top-tier peer-reviewed conferences or journals - Experience programming in Java, C++, Python or related language - Experience in any of the following areas: algorithms and data structures, parsing, numerical optimization, data mining, parallel and distributed computing, high-performance computing
Experience using Unix/Linux - Experience in professional software development Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability
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. The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications
location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off
parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits . USA, WA, Seattle - 142,800.00 - 193,200.00 USD annually

Required skills

PythonJavaC++MLdata miningparallel computinghigh-performance computingUnixLinux