AWS Support is one of the largest and fastest growing business units within AWS. We are a highly technical, innovative organization revolutionizing the customer engagement processes and offers topnotch technical support for the portfolio of products and features of AWS. We are determined to redefine the word “support” and lead the industry with best in class technology. AWS Support is building a world-class organization to facilitate delivery of tools and metrics incorporating insights and predictions of our customer UX by mining large volumes of structured and unstructured data sources available within AWS Support, using Data Science, Machine Learning (ML) and Natural Language Processing (NLP). Our data sets include chat logs, call audio logs, email transcripts, feedback texts, agent data, case data, customer data, usage data, and knowledge docs, as well as systems and application logs and metrics. We are aiming to develop and implement predictive ML models to aid/improve Service Level,
· 6+ years of experience as a user experience designer, interaction designer, information architect, or similar UX-related role · 4+ years of experience creating prototypes or highly detailed wireframes for complex web applications · 2+ years of experience working in a collaborative team and directly with developers on implementation of designs · An online portfolio or samples of work demonstrating relevant experience · Bachelor's degree in design, human-computer interaction (HCI), or 6+ years equivalent professional experience · Solid written and verbal communication skills with the ability to