Microsoft Corporation DCS Principal Data & Applied Scientist in Charlotte, North Carolina

How would you like to impact the experience of 800 million users per month? Be on the forefront of digital transformation? Microsoft’s Customer Service and Support is transforming how we engage with customers online; we are creating a world class support experience for our customers and empower customers to self-solve more of their issues and be more satisfied with their self-help experience.

We are looking for individuals who are passionate about data and want to apply cutting-edge Machine Learning (ML) and Artificial Intelligence (AI) techniques to solve customer self-serve Help problems and improve a world-class end-to-end customer support experience across Microsoft products.


As a Principal Data Scientist, you will serve as a technical lead for the team in applying rigorous scientific methodology, statistics, and algorithms to discover and frame relevant problems, hypotheses, and opportunities, and drive actionable insight, tools, technology, or methods into the product/service development process to achieve the Digital Customer Support goals. You will develop capabilities for deep learning models and tools and solutions around it. You will work on predictive and prescriptive modeling, natural language processing, and text mining and processing, recommendations, clustering, forecasting methods, and other advanced statistical techniques. You will work with data from diverse structured and unstructured data sources in both batch and streaming modes, and various formats, including tabular, image/video, audio, natural language, text, and time series.

In this role, you will interact with a team of experts in customer experience, technical program management, supportability, and partner and internal CSS teams, and work on all aspects of the design, development and delivery of deep learning-enabled solutions, including problem definition, data acquisition, exploration, training, testing and evaluating deep learning models, and creating end-to-end solutions.


Basic/Key Qualifications:

  • Master’s degree in ML, AI, CS, or a mathematical or scientific field requiring statistical fluency

  • 10 or more years of industry experience, at least 6 years of which must be in analytics, ML, AI, data science, operations research, or data-driven business strategy

  • Significant experience in natural language processing

  • Experience in design of experiments (DoE), applying scientific method to business problems, and hypothesis testing.

  • Ability to synthesize complex issues/scenarios into easy-to-understand concepts

  • Experience in any of the deep learning frameworks (Keras, TensorFlow, CNTK, Theano, Caffe, Torch, H2O)

  • Demonstrated analytical ability; problem deconstruction, statistical competency, meticulous forensic analysis skills, data validation, and scientific rigor

  • Fluency in a range of statistical data analysis and visualization techniques

  • Demonstrated ability to effectively engage, collaborate, and consult with stakeholders, including effective prioritization, clear communication, and delivery of actionable data-derived insights

  • Excellent verbal and written communication skills


  • PhD in ML, AI, or CS

  • Experience with customer support departments or systems

  • Background in Azure AI and ML cognitive platforms

  • Experience building production grade ML-enabled solutions end to end

  • Proficiency in a range of data analysis and data wrangling tools. That means a flexible mix of querying languages (Kusto, T-SQL), reporting tools (Excel, Power BI, Tableau), and stats packages (R, Python, SAS, Minitab, JMP, etc.)

Microsoft is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances. We also consider qualified applicants regardless of criminal histories, consistent with legal requirements. If you need assistance and/or a reasonable accommodation due to a disability during the application or the recruiting process, please send a request via the Accommodation request form .

Benefits/perks listed below may vary depending on the nature of your employment with Microsoft and the country where you work. Ability to meet Microsoft, customer and/or government security screening requirements are required for this role. These requirements include, but are not limited to the following specialized security screenings: Microsoft Cloud Background Check: This position will be required to pass the Microsoft Cloud background check upon hire/transfer and every two years thereafter.