Senior Software Development Engineer, Customer Engagement Technology
DESCRIPTION
Amazon.com is broadly recognized as a leader in providing exceptional Customer Service globally. At Amazon, we are driven by innovation and customer obsession, which is deeply ingrained in everything we do, especially in the Customer Engagement Technology (CET) department. Leveraging conversational Artificial Intelligence (AI) and machine learning (ML) technology, we strive to predict and resolve customer issues through self-service and automation solutions.
The CET team leads AI and Large Language Models (LLM)-driven customer experience transformation using task-oriented dialogue systems. We develop multi-modal, multi-turn, goal-oriented dialog systems that can handle customer issues at Amazon scale across multiple languages. These systems are designed to adapt to changing company policies and invoke correct APIs to automate solutions to customer problems. Additionally, we enhance associate productivity through response/action recommendation, summarization to capture conversation context succinctly, retrieving precise information from documents to provide useful information to the agent, and machine translation to facilitate smoother conversations when the customer and agent speak different languages.
Key job responsibilities
- Architect and lead the development of robust inference infrastructure for Amazon's conversational AI customer service chatbots, leveraging state-of-the-art LLMs.
- Design and implement advanced deployment pipelines for seamless integration of LLM models into production environments, ensuring rigorous testing and validation protocols.
- Lead the creation of a sophisticated ML inference service that orchestrates complex interactions between multiple models, including issue prediction, item recommendation, and response generation, to deliver coherent and contextual responses.
- Drive the integration of cross-team services to enable advanced retrieval-augmented generation (RAG) systems, combining LLMs with external knowledge sources and actuation capabilities.
- Innovate and implement observability and logging mechanisms for proactive issue identification, troubleshooting, and maintenance of dialogue states crucial for offline training and continuous model improvement.
- Provide technical leadership and mentorship, collaborating closely with Product Managers, UX designers, Applied Scientists, and other Software Development Engineers to drive the application of machine learning models in delivering exceptional conversational AI experiences.
A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
Join our team of scientists and engineers who develop and deploy LLM-based Conversational AI systems to enhance Amazon's customer service experience and effectiveness. We work on innovative solutions that help customers solve their issues and get their questions answered efficiently, and associate-facing products that support our customer service associate workforce.
BASIC QUALIFICATIONS
- 5+ years of non-internship professional software development experience
- 5+ years of programming with at least one software programming language experience
- 5+ years of leading design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- Experience as a mentor, tech lead or leading an engineering team
PREFERRED QUALIFICATIONS
- 5+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
- Bachelor's degree in computer science or equivalent
- Proven expertise in architecting and optimizing real-time inference services for large-scale conversational AI systems, with a focus on achieving ultra-low latency and high transactions per second (TPS) in mission-critical customer service environments.
- Deep understanding of the LLM domain, including extensive experience with advanced model compression techniques, quantization methods, and efficient serving strategies for high-performance conversational AI applications.
- Demonstrated ability to balance model accuracy with stringent performance constraints in large-scale production environments
- Track record of technical leadership in developing and deploying AI-driven solutions that significantly impact customer experience and operational efficiency.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $151,300/year in our lowest geographic market up to $261,500/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.