Applied Scientist Amazon Customer Service

We are seeking an Applied Scientist II to join Amazon Customer Service's Science team, where you will build AI-based automated customer service solutions using state-of-the-art techniques in retrieval-augmented generation (RAG), agentic AI, and post-training of large language models. You will work at the intersection of research and production, developing intelligent systems that directly impact millions of customers while collaborating with scientists, engineers, and product managers in a fast-paced, innovative environment.

Key job responsibilities

• Design, develop, and deploy information retrieval systems and RAG pipelines using embedding models, reranking algorithms, and generative models to improve customer service automation
• Conduct post-training of large language models using techniques such as Supervised Fine-Tuning (SFT), Direct Preference Optimization (DPO), and Group Relative Policy Optimization (GRPO) to optimize model performance for customer service tasks

• Build and curate high-quality datasets for model training and evaluation, ensuring data quality and relevance for customer service applications

• Design and implement comprehensive evaluation frameworks, including data curation, metrics development, and methods such as LLM-as-a-judge to assess model performance

• Develop AI agents for automated customer service, understanding their advantages and common pitfalls, and implementing solutions that balance automation with customer satisfaction

• Independently perform research and development with minimal guidance, staying current with the latest advances in machine learning and AI

• Collaborate with cross-functional teams including engineering, product management, and operations to translate research into production systems

• Publish findings and contribute to the broader scientific community through papers, patents, and open-source contributions

• Monitor and improve deployed models based on real-world performance metrics and customer feedback

A day in the life

As an Applied Scientist II, you will start your day reviewing metrics from deployed models and identifying opportunities for improvement. You might spend your morning experimenting with new post-training techniques to improve model accuracy, then collaborate with engineers to integrate your latest model into production systems. You will participate in design reviews, share your findings with the team, and mentor junior scientists. You will balance research exploration with practical implementation, always keeping the customer experience at the forefront of your work. You will have the autonomy to drive your own research agenda while contributing to team goals and deliverables.

About the team

The Amazon Customer Service Science team is dedicated to revolutionizing customer support through advanced AI and machine learning. We are a diverse group of scientists and engineers working on some of the most challenging problems in natural language understanding and AI automation. Our team values innovation, collaboration, and a customer-obsessed mindset. We encourage experimentation, celebrate learning from failures, and are committed to maintaining Amazon's high bar for scientific rigor and operational excellence. You will have access to world-class computing resources, massive datasets, and the opportunity to work alongside some of the brightest minds in AI and machine learning.