Applied Scientist, Amazon Precision Match

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 Amazons 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 tenure sentiment handling) contact-level (intent complexity urgency) and customer-level (language communication style) attributes.
- Run offline simulations on large-scale historical contact data and design statistically rigorous A/B experiments to validate matching improvements.
- Develop real-time low-latency scoring and inference systems for production contact routing.
- Address the cold start problem for new CSAs and build continuous model retraining infrastructure using production feedback.
- Partner with CS Economics Capacity Planning and Quality teams on experiment design and results interpretation.
- Evolve the matching framework from individual CSA ranking to set-based optimization balancing performance and operational sustainability.

A day in the life
You will spend your days iterating on matching models analyzing experiment results from live production traffic and collaborating with engineers and product managers to translate science insights into system improvements. Youll partner with the Customer Service Economics team to design experiments review simulation outputs and present findings to senior leadership. Youll also deep-dive into CSA behavioral patterns contact transcripts and performance data to identify new matching signals and continuously improve the algorithm.

About the team
The Amazon Precision Match team is a high-impact fast-moving science and engineering team within Customer Journey Network Solutions. Our mission is to ensure every Amazon customer is connected with the right service option at the right time improving customer experience while driving operational efficiency at scale. We value intellectual curiosity rigorous experimentation and a bias for action. We operate with a continuous improvement flywheel: offline simulation A/B testing and production rollout. We collaborate closely with Customer Service Operations Capacity Planning Quality and partner science teams across Amazon.

- 3 years of building models for business application experience
- PhD or Masters degree and 4 years of CS CE ML or related field experience
- Experience in patents or publications at top-tier peer-reviewed conferences or journals
- Experience programming in Java C Python or related language
- Experience in any of the following areas: algorithms and data structures parsing numerical optimization data mining parallel and distributed computing high-performance computing

- Experience using Unix/Linux
- Experience in professional software development

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at WA Seattle - 142800.00 - 193200.00 USD annually