DESCRIPTION

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.