Research Scientist Amazon
Seattle, WA

Job Description

How would you like to take one of the world's best customer service organizations to the next level? We are looking for a high-octane thinker to join our world-wide (WW) Customer Service Quality team to build the next generation of intelligent customer service technology at Amazon. We love data and we have lots of it. We use big data and advanced statistical tools to understand customer needs, to anticipate customer behaviors, and to solve customer problems.

You will work with a strategic team that balances research with business applications; you will explore the frontier of Machine Learning techniques and take what you have found to solve real-world problems. You will take Amazon Customer Service where no other Customer Service Org has gone before. You will work closely with other ML scientists, engineering, and business teams to lead the end-to-end process of identifying the problem, implementing the solution and scientifically measuring the impact on the company's bottom line and the customer experience. You will leverage structured and unstructured data (customer comments, customer clickstreams, customer segmentation, contact transcripts) to understand customer journey and to get a richer set of customer experience indicator right out of the machines without relying on the customer survey responses. In addition to measuring the customer satisfaction, you will also get real-time trends of the customer interaction measures of the overall contact experience (the language used, soft skills, etc.) and customers' satisfaction with our associates and policies.If you love big data, if you are innovative, if you can develop creative solutions, if you can connect dots, if you believe there is no limit on how data can improve the way we serve customers, if you want to see your work in Machine Learning have an immediate and measurable impact on customers, then this is the team for you.

Major responsibilities

* Use statistics, NLP, and machine learning techniques to create scalable solutions for business problems and customer insights
* Analyze and extract relevant information from large amounts of both structured and unstructured data to help automate and optimize key processes
* Design, experiment and evaluate highly innovative models for predictive learning
* Work closely with software engineering teams to drive real-time model experiments, implementations, and new feature creations
* Work closely with business staff to optimize various business operations
* Establish scalable, efficient, automated processes for large scale data analyses, model development, model validation and model implementation
* Communicate the successes and challenges to senior leadership
* Track general business activity and provide clear, compelling management reporting on a regular basis
* Research and implement novel machine learning and statistical approaches
* Mentor team members to employ those ML and advanced statistical approaches