Machine Learning Data Associate III

Seattle, Washington, USA

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Posted 1 week ago

Interested in working with data and machine learning? Do you have a passion for customer service? Join our Customer Engagement Technologies automation team in developing language solutions that power self-service and automation across Amazon. This role focuses on English language data, primarily in the areas of text annotation, workflow and solution development, and general data analysis deliverables.

We are seeking an experienced ML Data Associate III to join our team in Seattle to help create, label and curate the data that are required to measure our model accuracy, build new automation features, author workflows and develop innovative new techniques and approaches in partnership with internal customers. You should feel comfortable refining and scoping ambiguous requests, and driving clear deliverables throughout project life-cycle. The ideal candidate is skilled at process development and documentation, as well as stakeholder management. You will provide training, mentorship, skills development, and other support for team members, as well as driving team and project-level success through support of internal process development and individual project owners.

The new associate should be agile, creative, and highly motivated to:

· Perform root cause analysis using basic data analysis in Excel and SQL on annotations to identify opportunities in customer service products.
· Understand automation products and effectively represent data based customer and associate behavior to improve automation workflows.
· Perform annotation to monitor and train machine learning models for multiple products across the Customer Engagement Technology organization.
· Manage multiple annotation projects and tasks simultaneously and effectively influence, negotiate, and communicate with internal stakeholders.
· Participate in automation solutioning between cross functional teams and validate the launch of proposed solutions.
· Own workflow non-tech authoring by utilizing subject matter expertise from customer service.
· Deliver results according to project schedules and quality while maintaining SLAs on velocity, productivity and quality.

Basic Qualifications

· Bachelor’s degree with 1+ years of customer service experience, critical thinking skills and data based decision making
· Fluency in the Spanish language is required
· Experience working in complex and frequently ambiguous spaces; making sense of customer need and being able to frame that as clear requirements.
· Excellent communication skills, both written and verbal, including: experience liaising with customers and/or internal stakeholders; facilitating meetings and driving progress on follow-up actions; demonstrated experience writing end-to-end SOPs and other process documentation
· Ability to proactively identify areas for program improvement and autonomously create/drive solutions through data-driven results
· Proven experience of delivering multi-faceted projects, effectively juggling competing priorities
· Flexibility; delivering results in a fast-paced and complex work environment
· Able to work under tight timelines with minimal supervision
· Hands-on, “roll up your sleeves” mindset

Preferred Qualifications

· Prior experience with agile processes (e.g. Scrum) and/or project management
· Project planning experience, including project scoping, deadline-setting, backlog maintenance, reporting
· Experience working as a transcriber or annotator
· Practical knowledge of data processing needs and trade-offs
· Experience working with machine learning / AI / natural language understanding data

Job tags: AI Machine Learning ML Scrum SQL