Sr. Applied Scientist, Support Products & Services

Are you fascinated by the power of Natural Language Processing (NLP) and Large Language Models (LLM) to transform the way we interact with technology? Are you fascinated by the use of Generative AI to build an advertiser facing solution that predict problems and coach users while they solve real word problems? Are you passionate about applying advanced machine learning techniques to solve complex challenges in the customer service space? If so, Amazon's Support Product & Services (SP&S) team has an exciting opportunity for you as an Applied Scientist.
Key job responsibilities
Apply your expertise in LLM models to design, develop, and implement scalable machine learning solutions that address complex language-related challenges in the advertising support center domain.
Use Transformers and apply other NLP techniques like Sentence embeddings, Dimensionality reduction, clustering and topic modeling to identify customer intents and utterances.
Use services like AWS Lex, AWS Bedrock etc. to develop advertising facing solutions
Work closely with teams of scientists and software engineers to drive real-time model implementations and deliver novel and highly impactful solutions.
Automating feedback loops for algorithms in production.
Setup and monitor alarms to detect anomalous data patterns and perform root cause analyses to explain and address them.
Be a member of the Amazon-wide Machine Learning Community, participating in internal and external MeetUps, Hackathons and Conferences.
A day in the life
You will work closely with a cross functional team of Software Engineers, Product Owners, Data Scientists, and Contact Center experts. You will research and investigate the latest options in industry to apply machine learning and generative AI to real world problems. You will work backwards from customer problems and collaborate with stakeholders to determine how to scale new technology and integrate with complicated help channels used by advertisers everyday.
About the team
SP&S team provides solutions and libraries that are leveraged by teams all across Amazon Advertising to provide timely and personalized help. The team aims to predict Advertisers problems and proactively surface intelligent guidance to customers at the right time. As a AS, you will help the team to achieve its vision of building and implementing the next generation of Contact Center technology. You will build/leverage LLMs to train them on advertising support domain knowledge and work shoulder to shoulder with stakeholders to externalize to users in novel ways.
We are open to hiring candidates to work out of one of the following locations:
Seattle, WA, USA