At Audible, the business problem is to transform the customer support experience by reducing human-assisted contacts, optimizing support routing, and creating AI-powered tools that anticipate customer needs, ultimately leading to cost reductions through AI-powered automation.
Requirements
- Experience understanding data structures, algorithms, and software development
- 3+ years of experience in Deep Learning, Natural Language Processing/Understanding, or GenAI
- Experience in Python, SQL, and other scripting languages
- Experience in employing LLMs/GenAI to solve complex problems
- Background in conversation analysis, sentiment detection, or automated quality assessment
- Familiarity with building recommendation systems or customer intent classification models
- Programming proficiency in at least one compiled language (Java, C++, C-Sharp)
Responsibilities
- Understand customer service use cases and design/implement AI solutions that are scalable, efficient, and automated
- Work closely with fellow scientists and software engineers to build and productionize models that deliver novel, customer-focused features
- Review models and provide recommendations to improve customer experience while reducing operational costs
- Design and deploy modeling techniques focusing on customer intent classification, self-service efficiency, and proactive support
- Contribute to initiatives employing recent advances in AI in a fast-paced, experimental environment
- Support our goal of achieving cost reductions through AI-powered automation
- Analyze customer interaction data to identify patterns and opportunities for service improvements
Other
- MSc +5 years of relevant experience, or PhD in Computer Science, Computer Engineering, Machine Learning, Data Science, Applied Math, or related quantitative field
- PhD +1 years of relevant experience
- Experience with customer service technologies or support systems
- Experience with Agile Software Development
- Publications in peer-reviewed conferences or journals
