Applied Scientist, Amazon Precision Match
About The Position
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, and large-scale experimentation to redefine how Amazon serves its customers.
Requirements
- 3+ years of building models for business application experience
- PhD, or 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
Nice To Haves
- Experience using Unix/Linux
- Experience in professional software development
Responsibilities
- Design, develop, and optimize ML-based matching algorithms that pair customers with optimal CSAs based on contact complexity, intent, and CSA skill profiles.
- Build and iterate on feature engineering pipelines across CSA-level (skills, tenure, sentiment handling), contact-level (intent, complexity, urgency), and 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, and 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.
Benefits
- sign-on payments
- restricted stock units (RSUs)
- 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
Stand Out From the Crowd
Upload your resume and get instant feedback on how well it matches this job.
What This Job Offers
Job Type
Full-time
Career Level
Senior
