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.