Principal Data Scientist, Customer Engagement Service - Science
Principal Data Scientist, Customer Engagement Service - Science
Posted on :
06-05-2025
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1 Vacancy
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Job Description
We are seeking a Principal Data Scientist to architect and lead Amazon Customer Services (ACS) measurement and evaluation strategy for AIpowered CS solutions for shoppers and CS Associates. In this role you will develop comprehensive frameworks to evaluate monitor and optimize both text and voice chatbots while quantifying their impact on customer experience and CS operational efficiency.
Key job responsibilities
Design endtoend measurement frameworks for multiturn conversations across text and voice interfaces
Create benchmark datasets and metrics for core language tasks (intent detection API execution response generation safety)
Develop experimental methodologies connecting technical metrics to business outcomes
Lead the development of realtime monitoring systems to detect model and system degradation
Partner with scientists to establish offline and online evaluation frameworks that drive model improvements
Analyze customer interaction patterns to identify optimization opportunities across selfservice channels
Guide strategic decisions through datadriven insights that connect UX design to business impact
About the team
ACS drives customer experience innovation through AIpowered solutions across multiple business verticals. As the measurement leader for conversational AI you will shape how we evaluate and improve automated customer interactions at scale.
Masters degree in Computer Science Statistics or related quantitative field
Rich experience in data science or machine learning
Proven expertise in experimental design and causal inference
Strong background in NLP evaluation metrics and benchmarking
Experience with largescale measurement systems and realtime monitoring
Excellence in statistical analysis and hypothesis testing
Track record of translating technical metrics into business insights
PhD in Maths Statistics Operation Research Computer Science and related technical fields
Experience evaluating conversational AI or chatbot systems
Expertise in voice quality metrics and speech recognition evaluation
Background in customer experience analytics
Knowledge of multimodal and multilingual evaluation frameworks
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $145800/year in our lowest geographic market up to $294700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Key job responsibilities
Design endtoend measurement frameworks for multiturn conversations across text and voice interfaces
Create benchmark datasets and metrics for core language tasks (intent detection API execution response generation safety)
Develop experimental methodologies connecting technical metrics to business outcomes
Lead the development of realtime monitoring systems to detect model and system degradation
Partner with scientists to establish offline and online evaluation frameworks that drive model improvements
Analyze customer interaction patterns to identify optimization opportunities across selfservice channels
Guide strategic decisions through datadriven insights that connect UX design to business impact
About the team
ACS drives customer experience innovation through AIpowered solutions across multiple business verticals. As the measurement leader for conversational AI you will shape how we evaluate and improve automated customer interactions at scale.
Masters degree in Computer Science Statistics or related quantitative field
Rich experience in data science or machine learning
Proven expertise in experimental design and causal inference
Strong background in NLP evaluation metrics and benchmarking
Experience with largescale measurement systems and realtime monitoring
Excellence in statistical analysis and hypothesis testing
Track record of translating technical metrics into business insights
PhD in Maths Statistics Operation Research Computer Science and related technical fields
Experience evaluating conversational AI or chatbot systems
Expertise in voice quality metrics and speech recognition evaluation
Background in customer experience analytics
Knowledge of multimodal and multilingual evaluation frameworks
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $145800/year in our lowest geographic market up to $294700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Required Experience:
Staff IC
Employment Type
Full-Time
Key Skills
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