Join Amazon's Customer Service team as a Software Development Engineer II (SDE2) in the Planning Intelligence group. This role is pivotal in building AI-native systems that enhance customer experience and optimize our global customer service network. You will contribute to forecasting demand, enabling autonomous planning, and simulating scenarios to improve resource allocation, directly impacting millions of customer interactions.

The Planning Intelligence team is at the forefront of transforming customer support into a growth driver for Amazon. We leverage predictive intelligence, scenario simulation, and scientific optimization to create cost-effective, AI-driven solutions. Our mission is to deliver best-in-class human support while improving associate experience through intelligent, outcome-based network planning and real-time resource optimization.

As an SDE2 on the Planning Intelligence team, you will own the design, implementation, and delivery of sophisticated software solutions. This includes developing distributed systems for autonomous planning, scenario evaluation, and network resource optimization. You will contribute significantly to software features and improvements, encompassing new development, refactoring, and system deprecation. Your role involves aligning solutions with the team's long-term architectural strategy and ensuring alignment with business objectives through collaboration with customers and stakeholders.

You will be a key contributor across the entire software development lifecycle, from initial scoping and design through coding, testing, deployment, and ongoing maintenance. A proactive approach to identifying and implementing operational improvements is essential. You will actively participate in code reviews, providing constructive feedback and seeking opportunities for your own growth. Ensuring that root causes of operational issues are identified and addressed with permanent fixes is also a critical aspect of this role.

We are looking for an experienced Software Development Engineer with at least 3 years of professional, non-internship software development experience. A minimum of 2 years in designing or architecting new and existing systems, including experience with design patterns, reliability, and scaling, is required. Proficiency in at least one programming language is essential.

Preferred qualifications include 3+ years of experience with the full software development lifecycle, encompassing coding standards, code reviews, source control management, build processes, testing, and operations. A Bachelor's degree in Computer Science or a related field is highly desirable. This role requires a strong problem-solving aptitude, the ability to mentor junior engineers, and excellent communication skills to drive impactful solutions.