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Job Description
Description
Amazon Customer Service handles hundreds of millions of customer contacts each year across every Amazon business. Our Associate Experience organization owns the products, platforms, and AI systems that determine how Customer Service Associates (CSAs) onboard, learn, receive coaching, improve performance, and collaborate with AI to deliver exceptional customer outcomes.
As Customer Service evolves, associates will increasingly solve sophisticated customer problems while AI automates routine interactions. This requires fundamentally reimagining how Amazon develops, supports, and continuously improves one of the world's largest workforces.
We are seeking a Software Engineer with experience in Machine Learning lifecycle including data preparation, training, evaluation, and inference optimization to define and build the Associate Context & Insights platform, creating a continuously evolving representation of associates from signals across the associate lifecycle and making that context reusable across CS products.
This SDE will work with other senior engineers to define the architecture for the Associate Context & Insights platform, and own the system end to end from design, implementation, testing, and deployment. The current platform does not exist in the form it needs to, providing a rare opportunity to define an entirely new product space.
This is a highly strategic role requiring close partnership with Engineering, Science, Business Intelligence, UX, Operations, Routing, Workforce Planning, and senior leaders across Customer Service.
Key job responsibilities
Define the long-term architecture for Associate Context & Insights platform
Guide the team on building scalable Machine Learning Models
Establish engineering excellence standards for the team
Deliver the minimum viable product incrementally
Influence senior leadership on long-term investments that improve associate capability, customer outcomes, and operational efficiency.
Partner closely with Engineering, Applied Science, and Business Intelligence to continuously improve the product
Basic Qualifications
- 3+ years of non-internship professional software development experience
- 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- Experience programming with at least one software programming language
Preferred Qualifications
- 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
- Bachelor's degree in computer science or equivalent
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More Info
Key Skills
build processes
code reviews
software programming language
source control management
inference optimization
Machine Learning lifecycle
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