Principal Scientist - AI, Kumo Intelligent Tooling - Amazon

Job ID: 2790563 | Amazon Web Services, Inc.

AWS Support is looking for a high caliber Applied Scientist to build AI/GenAI experiences and foundations for Kumo Intelligent Tooling — the organization that owns products and services used by 10,000+ AWS Support staff to help 40,000+ unique monthly AWS customers, and is responsible for AWS Support’s strategic initiative to transform its business and delivery model through GenAI.

We are looking for a Principal Scientist to join us and spearhead the AI revolution through intelligent solutions that assist customers and Support staff to troubleshoot and resolve technical issues. You are a hands-on contributor and will apply your knowledge to propose solutions, create software prototypes, and productize prototypes into production systems using modern software development tools and methodologies. In addition, you will support and scale your solutions to meet ever-growing customer needs use cases. You have strong verbal and written communication skills, are self-driven and deliver high quality results in a fast-paced environment.

You will play a pivotal role in shaping the definition, vision, design, roadmap and development of solutions from beginning to end for hard, previously unsolved problems.

Key job responsibilities

1. Lead and conduct advanced research in Large Language Models (LLMs), GenAI, and Deep Learning, with a focus on developing novel algorithms, architectures, and methodologies for technical support.
2. Stay up-to-date with the latest advancements in AI, LLMs, and GenAI, and identify opportunities to leverage cutting-edge technologies to deliver new Support offerings and capabilities to AWS customers.
3. Lead by example, demonstrating technical excellence that other scientists aspire to follow, fostering a culture of innovation and knowledge sharing, and taking time to mentor and develop team members.
4. Collaborate with cross-functional teams, including scientists, engineers, and product managers, to translate research findings into practical applications.
5. Partner across AWS AI/GenAI service teams to influence and drive investment prioritization and product direction.
6. Evangelize our AI/GenAI innovations, results, and impact to customers, partners, and AWS senior leaders.

About the team

Kumo is the global product and engineering organization for AWS Support, a multi-billion $ business. Our mission is to empower innovators to get the most out of cloud services. We build technology that reimagines how people and automation combine to solve problems, remove risks, build with excellence, and drive business impact. We own critical cloud services used by all AWS customers to build, optimize, and operate at scale, including AWS Health, Trusted Advisor, Well-Architected, re:Post, Support Center, and AWS Managed Services. We also own services that enable AWS support teams to provide mission-critical, customer-obsessed support to our customers, including Command Center (the console platform for 14,000 frontline staff and technical account managers), Kumo Case Management (the contact center platform for technical support), Tool Contribution (the platform for support staff to build and reuse troubleshooting tools), and Business Case Authorization (the service for controlling access to customer metadata based on business justifications). AWS Kumo is a dynamic, agile, and collaborative team of individuals with diverse backgrounds, located around the globe with larger teams in the U.S., Canada, and South Africa.

BASIC QUALIFICATIONS

1. Graduate degree (MS or PhD) in Computer Science, Machine Learning, Computational Linguistics, or a related field, with a strong focus on Natural Language Processing, Large Language Models, and Generative AI.
2. 7+ years of experience in AI and Machine Learning in industry.
3. Proven experience with a track record of thought leadership and contributions that have advanced business and customer results through AI.
4. Strong record of delivery in industry and ability to handle multiple competing priorities in a fast-paced environment.
5. Excellent written and verbal communication skills.

PREFERRED QUALIFICATIONS

1. 10+ years of experience in AI, Machine Learning, and Natural Language Processing in industry and/or academia.
2. Hands-on experience in conducting research and developing innovative solutions leveraging LLMs, Generative AI, and Deep Learning.
3. Comprehensive applied knowledge and experience in end-to-end ML model development and deployment life cycle from ideation to model launch and maintenance.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.