As the most customer-centric company on earth, Amazon is leading the way in Customer Service (CS) and recognized as #1 in the world. The Worldwide Defect Elimination (WWDE) organization in CS drives Amazon towards the creation of a defect-free customer experience by building technology and mechanisms to detect, escalate, and eliminate customer experience defects before they impact customers. To achieve this, we must understand what our customers are saying through different customer feedback sources including CS contacts, product reviews, return comments, and social media posts. Customer feedback is often in free form language and unstructured formats, requiring advanced science and engineering to derive insights.
We are looking for talented Machine Learning (ML) scientists to build innovative and scalable models using state-of-the-art ML and Natural Language Processing (NLP) techniques to help Amazon understand Voice of the Customer and provide the perfect customer experience. Are you passionate about solving real world problems by analyzing and modeling millions of customer feedback data points every day and creating cutting-edge algorithms? Do you enjoy working on challenging problems, and implementing/deploying your ideas at scale? Are you capable of building end-to-end solutions that deliver significant benefits to the business in a fast pace environment? Will you bring innovation and simplicity to the team? If so, you are invited to join the WWDE Science Team.
Major responsibilities: * Understand business challenges as well as identify gaps and new opportunities by analyzing and extracting relevant information from large amounts of both structured and unstructured data * Use statistics, NLP and deep learning techniques to create scalable, efficient, and automated solutions for business problems * Collaborate with tech and product teams on model building strategies and model experiments, implementation and continuous improvement * Improve the scalability, efficiency and automation of large-scale data analytics, model training, deployment and serving * Research and implement novel ML and statistical approaches
Amazon is an Equal Opportunity-Affirmative Action Employer - Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation /Age Basic Qualifications * MS in Computer Science, Machine Learning, Statistics, Applied Math or an equivalent highly technical field * 1 year of hands-on experience in predictive modeling, ML and/or NLP * Experience using Java, C++ or other programming language, as well as with Python, Scala or similar scripting language * Strong problem solving ability and the ability to work in ambiguous and constantly evolving environment * Strong written and verbal communication skills and data presentation skills Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.