Join Amazon Customer Service as a Software Engineer II and play a pivotal role in transforming how we support our global workforce. Our Associate Experience organization builds the cutting-edge products, platforms, and AI systems that empower Customer Service Associates (CSAs). This includes shaping their onboarding, learning journeys, performance improvement, and collaboration with AI to deliver outstanding customer outcomes. As customer service evolves, our associates will tackle more complex issues while AI handles routine tasks. This necessitates a reimagining of how we develop, support, and enhance one of the world's largest associate bases.

We are seeking a talented Software Engineer to spearhead the development of the Associate Context & Insights platform. This innovative platform will create a dynamic, evolving representation of associates by aggregating signals across their entire lifecycle, making this contextual information readily available for reuse across various Customer Service products.

Define and architect the long-term vision for the Associate Context & Insights platform.

Establish and uphold engineering excellence standards within the team.

Deliver a minimum viable product through iterative development cycles.

Influence senior leadership by advocating for strategic investments that enhance associate capabilities, improve customer satisfaction, and boost operational efficiency.

Foster close collaboration with Engineering, Applied Science, and Business Intelligence teams to drive continuous product enhancement.

Possess a minimum of 3 years of professional software development experience, excluding internships.

Have at least 2 years of experience in designing or architecting new and existing systems, focusing on patterns, reliability, and scalability.

Demonstrate proficiency in at least one software programming language.

Proven experience in building and successfully delivering complex software systems to customers.

Exhibit expertise in object-oriented design and experience with modern languages like Java, C++, or C#.