- Seattle, WA
Do you want to join a brand new team working on a product that would disrupt the industry? Do you enjoy dealing with ambiguity and working on hard problems in a fast-paced environment?
Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence, Operations Research, and the large ecosystem of AWS services such as Lex, Polly, Lambda, S3, and Kinesis to provide a truly frustration free and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.
As a Senior Research Scientist on our team, you will define the science direction for the team and work with our engineers to create an advanced system solving mathematically complex constraint problems. You will demonstrate your deep Operations Research knowledge and experience at building linear programming models using solver engines to solve complex and difficult business problems.
We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex engineering and algorithmic problems. We are looking for passionate, talented, and experienced people to join us to innovate on this new service that addresses customer needs to build modern contact centers in the cloud. The position represents a rare opportunity to be a part of a fast-growing business soon after launch, and help shape the technology and product as we grow. You will be playing a crucial role in developing the next generation contact center, and get the opportunity to design and deliver scalable, resilient systems while maintaining a constant customer focus.
Learn more about Amazon Connect here:
Inclusive Team Culture
Here at AWS, we embrace our differences. We are committed to furthering our culture of inclusion. We have ten employee-led affinity groups, reaching 40,000 employees in over 190 chapters globally. We have innovative benefit offerings, and host annual and ongoing learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences. Amazon's culture of inclusion is reinforced within our 14 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trust.
Our team puts a high value on work-life balance. It isn't about how many hours you spend at home or at work; it's about the flow you establish that brings energy to both parts of your life. We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.
Mentorship & Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we're building an environment that celebrates knowledge sharing and mentorship. Our senior members enjoy one-on-one mentoring and thorough, but kind, code reviews. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded engineer and enable them to take on more complex tasks in the future.
• MS in Operations Research, Mathematics, or a related quantitative field.
• More than 4 years of industrial and/or academic experience in contact center management, scheduling, queuing theory, or a closely related field
• Experienced with applying mathematical optimization, including Linear Programming (LP), Combinatorial Optimization, Integer Programming (IP), Dynamic Programming (DP), Nonlinear Programming (NLP) to design optimal or near optimal solution for solving mathematically complex problems.
• Ability to quantify improvement in business areas resulting from optimization techniques through use of business analytics and/or statistical modeling
• Demonstrated use of modeling and mathematical optimization techniques tailored to meet real life problems through a record of achievements in industrial and/or academic environments
• Excellent written and verbal communication skills with technical and business teams; ability to speak at a level appropriate for the audience. The ideal candidate can present business cases and document the models and analysis and present the results in order to influence important decisions
• Ph.D. in Operations Research or a closely related field.
• In depth familiarity with the literature and practice of contact center management and forecasting.
• Prior well-established recognized academic experience, multiple publications in top-tier academic journals
• Expertise in one of the following areas: Optimization and/or Simulation
• Demonstrated evidence of leading scientists as well as a record of developing junior members in industry and/or academic environments to a successful career track
• Experience with data engineering and/or methods used in Big Data analytics
• Expertise in prototyping with applications of efficient large-scale data analysis in a complicated system
• Prior work experience and/or academic research in area of logistic, scheduling, and transportation
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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
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