Join Amazon Customer Service and play a pivotal role in shaping the future of associate support. Our Associate Experience organization is dedicated to enhancing how Customer Service Associates (CSAs) onboard, learn, receive coaching, and improve their performance, all while integrating AI for exceptional customer outcomes.

As customer service rapidly evolves, associates will tackle more complex issues while AI handles routine tasks. This necessitates a reinvention of how Amazon develops, supports, and continually refines one of the world's largest workforces.

We're looking for a skilled Software Engineer with expertise in the Machine Learning lifecycle – encompassing data preparation, training, evaluation, and inference optimization. Your mission will be to define and build the Associate Context & Insights platform, creating a dynamic, evolving representation of associates from various lifecycle signals. This context will be made reusable across Customer Service products.

Architect the Associate Context & Insights platform for long-term scalability and define its future roadmap.

Lead the team in developing robust, scalable Machine Learning Models.

Champion and establish high engineering excellence standards within the team.

Drive the incremental delivery of a minimum viable product.

Influence senior leadership on strategic, long-term investments to boost associate capabilities, customer satisfaction, and operational efficiency.

Collaborate closely with Engineering, Applied Science, and Business Intelligence teams to ensure continuous product enhancement.

Requires a minimum of 3 years in professional software development, excluding internships.

Possesses at least 2 years of experience in designing or architecting new and existing systems, with a focus on design patterns, reliability, and scaling.

Proficient in programming with at least one software programming language.

Preferred candidates will have 3+ years of comprehensive experience across the full software development lifecycle, including 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.