Applied Scientist, Amazon Precision Match

Description
We are seeking an Applied Scientist to join the Amazon Precision Match (APM) team within Customer Journey, Network Solutions. APM is a transformative initiative replacing Amazon's legacy queue-based customer service routing with intelligent algorithmic matching — connecting customers with the best available service option based on their needs and Customer Service Associates (CSA) capabilities. This role will drive the science behind a high-scale system with significant projected impact on operational efficiency and customer experience. You will work at the intersection of recommendation systems, real-time ML inference, and large-scale experimentation to redefine how Amazon serves its customers.

Key job responsibilities
- Design, develop, and optimize ML-based matching algorithms that pair customers with optimal CSAs based on contact complexity, intent, and CSA skill profiles.
- Build and iterate on feature engineering pipelines across CSA-level (skills, te...