Sr. Applied Scientist, Amazon Customer Service
Seattle, WAFull-timePosted Jul 21, 2026
We are seeking a senior Applied Scientist to join a science team within Amazon Customer Service that is reimagining how customers are connected with the right support experience.
This is a senior technical leadership role where you will drive scientific strategy, mentor junior scientists, and deliver foundational models that power real-time personalization at scale.
Key job responsibilities
- Lead the science for understanding the demand side of customer service interactions
- Characterize who is contacting us, what they need, and how complex their situation is
- Invent novel representation learning approaches that encode customer interactions
- Directly inform intelligent routing decisions across hundreds of millions of annual contacts
- PhD, or Master's degree and 6+ years of applied research experience
- Experience programming in Java, C++, Python or related language
- Experience with neural deep learning methods and machine learning
- Experience with large scale distributed systems such as Hadoop, Spark etc.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or 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.
USA, WA, Seattle - 167,100.00 - 226,100.00 USD annually
This is a senior technical leadership role where you will drive scientific strategy, mentor junior scientists, and deliver foundational models that power real-time personalization at scale.
Key job responsibilities
- Lead the science for understanding the demand side of customer service interactions
- Characterize who is contacting us, what they need, and how complex their situation is
- Invent novel representation learning approaches that encode customer interactions
- Directly inform intelligent routing decisions across hundreds of millions of annual contacts
Basic qualifications
- 3+ years of building machine learning models for business application experience- PhD, or Master's degree and 6+ years of applied research experience
- Experience programming in Java, C++, Python or related language
- Experience with neural deep learning methods and machine learning
Preferred qualifications
- Experience with modeling tools such as R, scikit-learn, Spark MLLib, MxNet, Tensorflow, numpy, scipy etc.- Experience with large scale distributed systems such as Hadoop, Spark etc.
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or 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, and 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, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WA, Seattle - 167,100.00 - 226,100.00 USD annually