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.