Lead Applied Scientist, Customer Engagement Service - Science

We are excited to announce an opportunity for a Lead Applied Scientist to take charge of Amazon Customer Service's (ACS) text-based AI initiatives. In this pivotal role, you will guide the development of our foundational large language models and agentic AI solutions aimed at automating customer service experiences. Your responsibilities will encompass: Leading the creation and improvement of customer service large language model foundations, focusing on enhancing model performance, latency optimization, and scalability. Designing and implementing agentic AI architectures to seamlessly combine automated chatbots with Associate tooling. Driving optimization strategies, including model quantization, parallelization, and caching, to achieve a balance between performance and latency. Architecting multi-lingual, multi-channel solutions that span chat, email, and other text-based interfaces. Collaborating with AGI and Bedrock teams to utilize and optimize LLM infrastructure effectively. Directing technical strategies to transform customer experiences and Associate operations using generative AI. About the Team: ACS is dedicated to supporting key customer segments, including Stores, Digital, Devices, Video, Music, Amazon Business, and delivery operations. As a technical leader in conversational AI, your contributions will influence innovations in customer service automation with visibility at the S-Team level. Basic Qualifications: Master's degree in Computer Science, Machine Learning, or a related field. 10+ years of experience in natural language processing and machine learning. Proven expertise in optimizing large language models and inference techniques. Strong background in model performance optimization and distributed systems. Experience in building production-scale chatbot or conversational AI systems. Excellent communication and collaboration skills. Track record of leading complex technical initiatives. Preferred Qualifications: Ph.D. in a 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 based on protected veteran status, disability, or other legally protected status. All applicants are welcome and encouraged to apply.