Principal Applied Scientist, Customer Engagement Service - Science at arenaflex

Unlock the Future of Customer Service with arenaflex

Join arenaflex, a leader in the tech industry, as we revolutionize the way customers interact with our services. We are seeking a highly skilled and experienced Principal Applied Scientist to lead our Customer Engagement Service's text-based AI initiatives. As a key member of our team, you will have the opportunity to shape the future of customer service automation and drive innovation in the field of natural language processing and machine learning.

About arenaflex

arenaflex is a cutting-edge technology company that is constantly pushing the boundaries of what is possible. Our mission is to provide exceptional customer experiences through innovative solutions and cutting-edge technology. We are committed to empowering our employees to deliver the best results for our customers and to creating an inclusive culture that values diversity, equity, and inclusion.

Job Summary

As a Principal Applied Scientist, you will lead the development of large language model foundations and agentic AI solutions for customer service automation. You will work closely with our AGI and Bedrock teams to leverage and optimize LLM infrastructure, and guide technical strategy for transforming both customer experience and Associate operations through generative AI. You will also partner with cross-functional teams to design and implement scalable chatbot solutions that deliver exceptional customer experiences across multiple channels, languages, and business verticals.

Key Responsibilities

* Lead the development of CS large language model foundations with focus on model performance, latency optimization, and scalability

• Design and implement agentic AI architectures that seamlessly integrate automated chatbots with Associate tooling
• Drive optimization strategies including model quantization, parallelization, and caching to balance performance and latency
• Architect multi-lingual, multi-channel solutions spanning chat, email, and other text-based interfaces
• Partner with AGI and Bedrock teams to effectively leverage and optimize LLM infrastructure
• Guide technical strategy for transforming both customer experience and Associate operations through generative AI

About the Team

Our Customer Engagement Service team supports core customer segments including Stores, Digital, Devices, Video, Music, Amazon Business, and delivery operations. As a technical leader for conversational AI, you will shape innovations in customer service automation with visibility at the S-Team level.

Basic Qualifications

* Master's degree in Computer Science, Machine Learning, or related field

• 10+ years of experience in natural language processing and machine learning
• Proven expertise in LLM optimization and inference techniques
• Strong background in model performance optimization and distributed systems
• Experience building production-scale chatbot or conversational AI systems
• Excellent communication and collaboration skills
• Track record of leading complex technical initiatives

Preferred Qualifications

* Ph.D. in related field

• Experience with model quantization, parallelization, and caching techniques
• Background in agentic AI or autonomous systems
• Expertise in multi-lingual NLP systems
• Experience with enterprise-scale LLM deployments

Skills and Competencies

* Strong technical leadership skills

• Excellent communication and collaboration skills
• Ability to work in a fast-paced environment and prioritize multiple tasks
• Strong problem-solving skills and ability to think critically
• Experience with cloud-based technologies and distributed systems
• Strong understanding of machine learning and natural language processing concepts

Career Growth Opportunities and Learning Benefits

arenaflex is committed to providing opportunities for growth and development to our employees. As a Principal Applied Scientist, you will have the opportunity to work on cutting-edge projects and collaborate with cross-functional teams to drive innovation in the field of customer service automation. You will also have access to a range of training and development programs to help you advance your career and stay up-to-date with the latest technologies and trends.

Work Environment and Company Culture

arenaflex is a dynamic and inclusive company that values diversity, equity, and inclusion. We are committed to creating a work environment that is safe, respectful, and supportive of all employees. Our company culture is built on the principles of innovation, collaboration, and customer obsession.

Compensation, Perks, and Benefits

arenaflex offers a competitive compensation package that includes a base salary, equity, sign-on payments, and other forms of compensation. We also offer a range of benefits, including medical, financial, and other benefits. For more information, please visit our website.

How to Apply

If you are a motivated and experienced professional who is passionate about customer service automation and natural language processing, we encourage you to apply for this exciting opportunity. Please submit your resume and cover letter to our internal or external career site.

Equal Opportunity Employer

arenaflex is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Accommodations for Applicants with Disabilities

If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, please visit our website for more information.

Los Angeles County Applicants

Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Apply for this job