At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.
ABOUT THIS ROLE
As an Applied Scientist on our Product Science team working closely with Customer Service, you will solve complex problems at scale by leveraging Machine Learning, Natural Language Processing, and GenAI to transform our customer support experience. You'll work on initiatives that reduce human-assisted contacts by developing smart routing systems, implementing intelligent data analysis, and creating AI-powered tools that anticipate customer needs.
Your work will focus on key projects outlined in our strategic plan, including:
- Analyzing customer feedback to optimize support routing and customer journeys
- Developing models to better identify specific customer needs and route them to the appropriate support channels
- Supporting AI chatbot implementation across multiple marketplaces and languages
- Contributing to Help Center personalization efforts and integration with AI-powered conversational agents
As an Applied Scientist, you will...
- Understand customer service use cases and design/implement AI solutions that are scalable, efficient, and automated
- Work closely with fellow scientists and software engineers to build and productionize models that deliver novel, customer-focused features
- Review models and provide recommendations to improve customer experience while reducing operational costs
- Design and deploy modeling techniques focusing on customer intent classification, self-service efficiency, and proactive support
- Contribute to initiatives employing recent advances in AI in a fast-paced, experimental environment
- Support our goal of achieving cost reductions through AI-powered automation
- Analyze customer interaction data to identify patterns and opportunities for service improvements
ABOUT AUDIBLE
Audible is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.- MSc +5 years of relevant experience, or PhD in Computer Science, Computer Engineering, Machine Learning, Data Science, Applied Math, or related quantitative field
- Experience understanding data structures, algorithms, and software development
- 3+ years of experience in Deep Learning, Natural Language Processing/Understanding, or GenAI
- Experience in Python, SQL, and other scripting languages
- Experience in employing LLMs/GenAI to solve complex problems- PhD +1 years of relevant experience
- Experience with customer service technologies or support systems
- Background in conversation analysis, sentiment detection, or automated quality assessment
- Experience with AWS services (S3, SageMaker, EMR)
- Familiarity with building recommendation systems or customer intent classification models
- Experience with Agile Software Development
- Programming proficiency in at least one compiled language (Java, C++, C#)
- Publications in peer-reviewed conferences or journals
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.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $136,000/year in our lowest geographic market up to $223,400/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
https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
