Principal Applied Scientist, Customer Engagement Service - Science
Principal Applied Scientist, Customer Engagement Service - Science
Posted on :
13-06-2025
Employer Active
1 Vacancy
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Yearly Salary
$ 179000 - 309400
Vacancy
1 Vacancy
Posted on :
13-06-2025
Job Description
We are seeking a Principal Applied Scientist to lead Amazon Customer Services (ACS) text-based AI initiatives. In this role you will spearhead the development of our large language model foundations and agentic AI solutions for customer service automation. You will architect scalable chatbot solutions that deliver exceptional customer experiences across multiple channels languages and business verticals while optimizing AI-powered tools for Amazon Associates.
Key job responsibilities
Lead the development of CS large language model foundations with focus on model performance latency optimization and scalability
Design and implement agentic AI architectures that seamlessly integrate automated chatbots with Associate tooling
Drive optimization strategies including model quantization parallelization and caching to balance performance and latency
Architect multi-lingual multi-channel solutions spanning chat email and other text-based interfaces
Partner with AGI and Bedrock teams to effectively leverage and optimize LLM infrastructure
Guide technical strategy for transforming both customer experience and Associate operations through generative AI
About the team
ACS supports core customer segments including Stores Digital Devices Video Music Amazon Business and delivery operations. As a technical leader for conversational AI you will shape innovations in customer service automation with visibility at the S-Team level.
Masters degree in Computer Science Machine Learning or related field
10 years of experience in natural language processing and machine learning
Proven expertise in LLM optimization and inference techniques
Strong background in model performance optimization and distributed systems
Experience building production-scale chatbot or conversational AI systems
Excellent communication and collaboration skills
Track record of leading complex technical initiatives
Ph.D. in related field
Experience with model quantization parallelization and caching techniques
Background in agentic AI or autonomous systems
Expertise in multi-lingual NLP systems
Experience with enterprise-scale LLM deployments
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 $179000/year in our lowest geographic market up to $309400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on 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
Lead the development of CS large language model foundations with focus on model performance latency optimization and scalability
Design and implement agentic AI architectures that seamlessly integrate automated chatbots with Associate tooling
Drive optimization strategies including model quantization parallelization and caching to balance performance and latency
Architect multi-lingual multi-channel solutions spanning chat email and other text-based interfaces
Partner with AGI and Bedrock teams to effectively leverage and optimize LLM infrastructure
Guide technical strategy for transforming both customer experience and Associate operations through generative AI
About the team
ACS supports core customer segments including Stores Digital Devices Video Music Amazon Business and delivery operations. As a technical leader for conversational AI you will shape innovations in customer service automation with visibility at the S-Team level.
Masters degree in Computer Science Machine Learning or related field
10 years of experience in natural language processing and machine learning
Proven expertise in LLM optimization and inference techniques
Strong background in model performance optimization and distributed systems
Experience building production-scale chatbot or conversational AI systems
Excellent communication and collaboration skills
Track record of leading complex technical initiatives
Ph.D. in related field
Experience with model quantization parallelization and caching techniques
Background in agentic AI or autonomous systems
Expertise in multi-lingual NLP systems
Experience with enterprise-scale LLM deployments
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 $179000/year in our lowest geographic market up to $309400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on 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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