Software Engineer II

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