Principal Research Scientist, Amazon Connect
Core
Define scientific direction for global contact-center demand forecasting, workforce scheduling, and real-time network optimization to serve millions of customer interactions.
Role type
Principal Research Scientist (Operations Research)
Builds
Production systems for demand prediction, workforce scheduling, and network optimization
Domain
Contact center operations, operations research, stochastic modeling
Deliverable
production ML models
Required skills
combinatorial optimization, queueing theory, stochastic modeling, time-series forecasting, integer/constraint programming, large-scale scheduling, resource allocation, experiment design, technical leadership
Preferred skills
PhD in operations research/applied mathematics/theoretical computer science, thought leadership in optimization/ML, scripting in modern languages, patent/publication record
Technologies
INFORMS, NeurIPS, ICML
Responsibilities
Set multi-year research agenda for operations science; design and deliver novel algorithms in optimization and queueing theory; own end-to-end scientific solutions from prototyping to production; design rigorous experiments and evaluation methodology; partner with engineering/product/operations to translate science to business outcomes; influence senior leadership via papers and deep-dives; mentor scientists while maintaining hands-on technical contribution
Seniority
Principal, hands-on IC with strategy & mentorship