Applied Scientist, Amazon Precision Match

Join Amazon as an Applied Scientist on the Amazon Precision Match (APM) team in Seattle, King County, and help reinvent how millions of customers connect with world-class support. This is a full-time, on-site role for scientists who want their models to shape real customer experiences at global scale.

About the Role

As an Applied Scientist with Amazon Precision Match, you will work within the Customer Journey, Network Solutions organization on an initiative that moves customer service away from traditional queue-based routing toward smart, algorithm-driven matching. Your science will pair each customer with the most fitting support option by weighing their individual needs against the strengths and skills of available Customer Service Associates (CSAs).

Key Responsibilities

• Design, build, and refine machine learning models that intelligently match customers to the best available service option in real time.
• Translate the capabilities of Customer Service Associates and the needs of customers into measurable signals that drive routing decisions.
• Replace legacy queue-based routing logic with data-driven, algorithmic approaches that improve customer outcomes.
• Partner with engineers, product managers, and fellow scientists across Customer Journey, Network Solutions to move ideas from prototype to production.
• Run experiments, validate results, and continuously raise the accuracy and impact of the matching system.

Qualifications

• Hands-on experience developing applied machine learning, statistical, or optimization models for real-world problems.
• Strong programming skills and the ability to turn research concepts into reliable, scalable systems.
• A track record of collaborating with cross-functional partners to deliver measurable business impact.
• Comfort working on-site in Seattle, King County in a fast-moving, customer-obsessed environment.

About Amazon

Amazon is driven by a relentless focus on the customer. On the Amazon Precision Match team, that focus translates into rethinking customer service from the ground up, using science to make every support interaction more relevant and effective.

How to Apply

Ready to bring intelligent matching to Amazon's customer experience? Apply for the Applied Scientist, Amazon Precision Match role in Seattle through the official listing: View full listing & apply (via Adzuna).