We are seeking a Principal Applied Scientist to lead Amazon Customer Service's (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.• Master's 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 Company’s 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
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 $179,000/year in our lowest geographic market up to $309,400/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.
