Amazon
2 days ago
Principal Data Scientist, Customer Engagement Technology
US, WA, Seattle
We are seeking a Principal Data Scientist to architect and lead Amazon Customer Service's (ACS) measurement and evaluation strategy for AI-powered 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 end-to-end measurement frameworks for multi-turn 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 real-time 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 self-service channels
- Guide strategic decisions through data-driven insights that connect UX design to business impact
A day in the life
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
About the team
ACS drives customer experience innovation through AI-powered solutions across multiple business verticals. As the primary measurement leader for conversational AI, you will shape how we evaluate and improve automated customer interactions at scale.
Key job responsibilities
- Design end-to-end measurement frameworks for multi-turn 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 real-time 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 self-service channels
- Guide strategic decisions through data-driven insights that connect UX design to business impact
A day in the life
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
About the team
ACS drives customer experience innovation through AI-powered solutions across multiple business verticals. As the primary measurement leader for conversational AI, you will shape how we evaluate and improve automated customer interactions at scale.
