Applied Scientist, Support Agent Intelligence and Evaluation

Amazon Advertising is one of Amazons fastest growing and most profitable businesses. Amazons advertising portfolio helps merchants retail vendors and brand owners succeed via native advertising which grows incremental sales of their products sold through Amazon. The primary goals are to help shoppers discover new products they love be the most efficient way for advertisers to meet their business objectives and build a sustainable business that continuously innovates on behalf of customers.

Millions of advertisers rely on Amazons self-service support experience to resolve issues unblock campaigns and grow their business. Our Support Agents team is building the science behind intelligent conversational support systems that understand advertiser intent retrieve the right knowledge generate accurate answers and know when to escalate. We serve 2M monthly active advertisers across dozens of locales and languages and every percentage point of improvement in resolution quality translates directly into advertiser success and retention.

We are seeking an Applied Scientist to help enhance and scale our support agent capabilities. You will build and improve models that power advertiser-facing interactions contribute to our evaluation framework and work alongside senior scientists and engineers to ship science into production.

A day in the life
1. Enhance support agent capabilities across the broad suite of Amazon Advertising products expanding coverage depth of resolution and advertiser task completion across Sponsored Products Sponsored Brands DSP AMC and more
2. Design and own the evaluation framework for agent quality including automated LLM-based scoring of answer correctness confidence calibration and conversation-level resolution signals
3. Develop novel metrics that capture whether advertisers actually got the help they needed (beyond surface-level deflection rates)
4. Build and improve retrieval and generation models that power real-time advertiser interactions under strict latency SLAs
5. Drive multilingual science improve non-English resolution rates through cross-lingual retrieval translation quality modeling and locale-aware evaluation
6. Partner with product engineering and business teams to productize research and inform roadmap decisions with data

About the team
This role sits within Amazon Advertisings broader Agentic Intelligence organization a community of multiple Applied Science and Engineering teams building the next generation of AI-powered experiences for advertisers. Youll have access to Principal Engineers and Principal Applied Scientists to pressure-test ideas and elevate your work. The team is cross-functional scientists and engineers work shoulder-to-shoulder from problem framing through production deployment.

- 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
- Experience in advertising

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