The Customer Engagement Technology team leads AI/LLM-driven customer experience transformation using task-oriented dialogue systems. We develop multi-modal, multi-turn, goal-oriented dialog systems that can handle customer issues at Amazon scale across multiple languages. These systems are designed to adapt to changing company policies and invoke correct APIs to automate solutions to customer problems. Additionally, we enhance associate productivity through response/action recommendation, summarization to capture conversation context succinctly, retrieving precise information from documents to provide useful information to the agent, and machine translation to facilitate smoother conversations when the customer and agent speak different languages.
Key job responsibilities
Research and development of LLM-based chatbots and conversational AI systems for customer service applications.
Design and implement state-of-the-art NLP and ML models for tasks such as language understanding, dialogue management, and response generation.
Collaborate with cross-functional teams, including data scientists, software engineers, and product managers, to integrate LLM-based solutions into Amazon's customer service platforms.
Develop and implement strategies for data collection, annotation, and model training to ensure high-quality and robust performance of the chatbots.
Conduct experiments and evaluations to measure the performance of the developed models and systems, and identify areas for improvement.
Stay up-to-date with the latest advancements in NLP, LLMs, and conversational AI, and explore opportunities to incorporate new techniques and technologies into Amazon's customer service solutions.
Collaborate with internal and external research communities, participate in conferences and publications, and contribute to the advancement of the field.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
Join our team of scientists and engineers who develop and deploy LLM-based Conversational AI systems to enhance Amazon's customer service experience and effectiveness. We work on innovative solutions that help customers solve their issues and get their questions answered efficiently, and associate-facing products that support our customer service associate workforce.
Key job responsibilities
Research and development of LLM-based chatbots and conversational AI systems for customer service applications.
Design and implement state-of-the-art NLP and ML models for tasks such as language understanding, dialogue management, and response generation.
Collaborate with cross-functional teams, including data scientists, software engineers, and product managers, to integrate LLM-based solutions into Amazon's customer service platforms.
Develop and implement strategies for data collection, annotation, and model training to ensure high-quality and robust performance of the chatbots.
Conduct experiments and evaluations to measure the performance of the developed models and systems, and identify areas for improvement.
Stay up-to-date with the latest advancements in NLP, LLMs, and conversational AI, and explore opportunities to incorporate new techniques and technologies into Amazon's customer service solutions.
Collaborate with internal and external research communities, participate in conferences and publications, and contribute to the advancement of the field.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
Join our team of scientists and engineers who develop and deploy LLM-based Conversational AI systems to enhance Amazon's customer service experience and effectiveness. We work on innovative solutions that help customers solve their issues and get their questions answered efficiently, and associate-facing products that support our customer service associate workforce.