Data Scientist, Amazon Connect

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

Do you want to join a brand-new team building an AI system that would disrupt the industry? Do you enjoy dealing with ambiguity and working on hard problems in a fast-paced environment?

Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. With Amazon Connect you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services such as Lex, Polly, Lambda, S3, and Kinesis to provide a truly frustration free and natural customer experience. With this technology we are transforming an industry and the way customers interact with businesses and how agents service them.

As a Data Scientist on our team you will analyze data from massive data sets to categorize customer idiosyncrasies, identify outliers, and systematically detect anomalies that substantially affect the performance of our models. You will work closely with other senior technical leaders within the team and across AWS. You should know how to trace decisions in data from raw data through complex models to their impact on business metrics. Experience with machine learning explainability is a plus. You should be able to translate well-defined business problems into data science problems, and you should be able to solve these problems using appropriate assumptions, methodologies, and data science best practices. Our team is at an early stage so you will have significant impact on our deliverables with no operational load from existing models/systems.

We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex engineering and algorithmic problems. We are looking for passionate, talented, and experienced people to join us to innovate on this new service that addresses customer needs to build modern contact centers in the cloud. The position represents a rare opportunity to be a part of a fast-growing business soon after launch and help shape the technology and product as we grow. You will be playing a crucial role in developing the next generation contact center and get the opportunity to design and deliver scalable, resilient systems while maintaining a constant customer focus.

Learn more about Amazon Connect here:

https://aws.amazon.com/connect/

Key job responsibilities

• Categorizing Customer Idiosyncrasies: As we expand to more customers we are discovering that they use our product in very different ways and that poses issues for our models. Effectively summarizing these differences (for example X% of customers do Y) would be immensely helpful.

• Detecting and Cleaning Up Outliers: We have situations where outliers have a huge impact on model outputs. You will help us develop mechanisms to clean up outliers for downstream consumption.

• Deep Diving Customer Issues: Customers have longstanding traditions and trusted formulas for managing their contact centers. When our formulas differ from theirs we need to deep dive these discrepancies and determine if there is an issue with our model or if we are giving the customer better results than they are used to.

• Assessing Data Gaps: It's hard to estimate the weather in Seattle if the only data you have is the average weight of elephants in Zimbabwe. We know we don't have all the data we need but we need to answer two related questions: (a) what features can we derive in creative ways from existing data sources? (b) can we estimate the benefit of getting a new data stream in terms of accuracy improvement? A day in the life Our team uses agile project management so the DS calls in to our daily stand-up meeting in the morning to report status and explain their tasks for the day. Throughout the day the DS will work with our product manager to discuss issues with our customers that require deep dives work with our scientists to discuss model performance issues and discuss software deliverables with our SDEs such as automation of data ingestion to save DS time deployment of models etc. About the team Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn't followed a traditional path, or includes alternative experiences, don't let it stop you from applying.

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there's nothing we can't achieve in the cloud.

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We're continuously raising our performance bar as we strive to become Earth's Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Basic qualifications

- 2+ years of data scientist experience

- 3+ years of data querying languages (e.g. SQL), scripting languages (e.g. Python) or statistical/mathematical software (e.g. R, SAS, Matlab, etc.) experience

- 3+ years of machine learning/statistical modeling data analysis tools and techniques, and parameters that affect their performance experience

- Experience applying theoretical models in an applied environment

Preferred qualifications

- Experience in Python, Perl, or another scripting language

- Experience in a ML or data scientist role with a large technology company

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, NY, New York - 153,400.00 - 207,500.00 USD annually