Join Amazon Customer Service as a Software Engineer II, focusing on the Associate Experience. This role is pivotal in shaping the tools and platforms that empower our Customer Service Associates (CSAs) to learn, grow, and deliver exceptional customer outcomes, especially as AI increasingly handles routine tasks.

We are redefining how Amazon supports its vast workforce. This opportunity involves creating a novel Associate Context & Insights platform, a dynamic representation of our associates built from various signals throughout their lifecycle. This context will be a reusable asset across all Customer Service products.

This is a strategic position requiring close collaboration with Engineering, Applied Science, Business Intelligence, UX, Operations, and senior leadership across Customer Service. You'll have a direct impact on improving associate capability, customer satisfaction, and operational efficiency.

As a Software Engineer on the Associate Experience team, you will:

- architect the future of the Associate Context & Insights platform, defining its long-term vision. - champion engineering excellence, setting high standards for the team's deliverables. - deliver a minimum viable product incrementally, ensuring continuous progress and value realization. - influence senior leadership with data-driven recommendations for investments that enhance associate skills, customer satisfaction, and operational efficiency. - collaborate closely with Engineering, Applied Science, and Business Intelligence teams to foster ongoing product improvements.

To excel in this role, you will need:

- at least 3 years of professional software development experience, excluding internships. - a minimum of 2 years in designing or architecting new and existing systems, demonstrating expertise in design patterns, reliability, and scaling. - proficiency in at least one modern programming language such as Java, C++, or C#, coupled with strong object-oriented design principles. - proven experience in building and successfully delivering complex software systems to customers.

Preferred qualifications include 3+ years of experience across the full software development lifecycle, including coding standards, code reviews, source control, build processes, testing, and operations. A Bachelor's degree in Computer Science or a related field is beneficial, as is knowledge of Machine Learning and LLM fundamentals.