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Principal Research Scientist, Amazon Connect

Amazon· Research Science
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New York, NY$208.3k - $281.8kFull-timePosted 2w ago

About the role

Lead the scientific direction for operations research within Amazon Connect to forecast demand, schedule workforce, and optimize operations at internet scale. Build and productionize novel algorithms in combinatorial optimization, queueing theory, stochastic modeling, and forecasting; mentor researchers and influence leadership through rigorous research and publications.

Responsibilities

  • Set the multi-year research direction for operations research across contact-center demand prediction, workforce scheduling, and network optimization.
  • Design and deliver novel algorithms in combinatorial optimization (large-scale scheduling, resource allocation, integer/constraint programming) and queueing theory (contact-center modeling, staffing under stochastic arrivals), alongside stochastic modeling and time-series forecasting, that advance the state of the art while solving real operational problems.
  • Own end-to-end scientific solutions — from problem formulation and prototyping to production deployment — ensuring robustness, explainability, and seamless integration with existing systems.
  • Design rigorous experiments and evaluation methodology to validate hypotheses and quantify business impact; establish scientific-excellence mechanisms (metrics, benchmarks, peer review) that the broader science team adopts.
  • Partner with engineering, product, and operations teams to define data and logging requirements, get them prioritized on roadmaps, and translate scientific capabilities into measurable business outcomes.
  • Influence senior leadership through written papers and deep-dives, framing complex algorithmic trade-offs in clear business terms.
  • Mentor and raise the bar for applied and research scientists across the org while maintaining significant hands-on technical contribution.
  • Represent the team's science externally where appropriate (publications, patents, top-tier venues such as INFORMS, NeurIPS, ICML).

Qualifications

  • 10+ years of tech industry or equivalent experience
  • PhD in a quantitative discipline such as statistics, mathematics, economics, computer science, or any related quantitative field
  • Experience working effectively with science, data processing, and software engineering teams

Skills

Required:Operations researchCombinatorial optimizationQueueing theoryProduction deploymentExperiment design and evaluation
Nice to have:Communication with leadership

Benefits

  • base salary, sign-on payments and restricted stock units (RSUs)
  • 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
  • parental leave
Last updated Oct 25, 2026. Interested? Apply on the company site.

About Amazon

Amazon.com, Inc. or its affiliates

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