Data Scientist, Amazon Connect

About the Position

Data Scientist, Amazon Connect

150,000 - 180,000 USD/yr

New York, NY

Are you ready to join a pioneering team that is set to revolutionize the industry with an AI system? Do you thrive in a fast-paced environment and enjoy tackling complex problems with ambiguity? Amazon Connect, a groundbreaking cloud-based contact center, empowers businesses to deliver exceptional customer service experiences. By leveraging Artificial Intelligence and AWS services like Lex, Polly, Lambda, S3, and Kinesis, we are transforming the way customers interact with businesses and how agents service them.

As a Data Scientist on our team, you will analyze extensive datasets to categorize customer behaviors, identify outliers, and systematically detect anomalies that impact our models' performance. You will collaborate closely with senior technical leaders within the team and across AWS. Your ability to trace decisions in data from raw data through complex models to their impact on business metrics is crucial. Experience with machine learning explainability is a plus. You should be adept at translating well-defined business problems into data science problems and solving them using appropriate methodologies and best practices. Given that our team is in its early stages, you will have a significant impact on our deliverables without the burden of existing models/systems.

We are on the brink of a rapidly growing customer base and an exciting mission to solve complex engineering and algorithmic problems. We are seeking passionate, talented, and experienced individuals to join us in innovating this new service that addresses customer needs for modern contact centers in the cloud. This position offers a unique opportunity to be part of a fast-growing business shortly after its launch and to help shape the technology and product as we expand. You will play a crucial role in developing the next generation of contact centers, designing and delivering scalable, resilient systems while maintaining a constant focus on the customer.

Learn More About Amazon Connect

Responsibilities

• Categorizing Customer Idiosyncrasies: As we expand to more customers, we discover that they use our product in very different ways, which poses issues for our models. Effectively summarizing these differences would be immensely helpful.
• Detecting and Cleaning Up Outliers: We have situations where outliers significantly impact model outputs. You will help us develop mechanisms to clean up outliers for downstream consumption.
• Deep Diving Customer Issues: Customers have longstanding traditions and trusted formulas for managing their contact centers. When our formulas differ from theirs, we need to deep dive these discrepancies and determine if there is an issue with our model or if we are providing better results than they are used to.
• Assessing Data Gaps: It's hard to estimate the weather in Seattle if the only data you have is the average weight of elephants in Zimbabwe. We know we don't have all the data we need, but we need to answer two related questions: (a) what features can we derive in creative ways from existing data sources? (b) can we estimate the benefit of getting a new data stream in terms of accuracy improvement?

Requirements

• 2+ years of data scientist experience
• 3+ years of data querying languages (e.g., SQL), scripting languages (e.g., Python), or statistical/mathematical software (e.g., R, SAS, Matlab, etc.) experience
• 3+ years of machine learning/statistical modeling data analysis tools and techniques, and parameters that affect their performance experience
• Experience applying theoretical models in an applied environment

Nice to Have

• Experience in Python, Perl, or another scripting language
• Experience in a ML or data scientist role with a large technology company

We Offer

• Competitive salary range: 150,000 - 180,000 USD/year
• Comprehensive benefits including health insurance, 401(k) matching, paid time off, and parental leave
• Sign-on payments and restricted stock units (RSUs)
• Opportunity to work in a fast-growing, innovative environment

About the Company

Amazon, founded in 1994 by Jeff Bezos, has evolved from an online bookstore to a global e-commerce giant. With a diverse range of products and services, Amazon continues to innovate and expand its footprint worldwide. The company is committed to providing exceptional customer experiences and is an equal opportunity employer.

Learn more about our benefits

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