Software Development Engineer, Amazon Customer Service

Description Amazon's mission is to be Earths most customer-centric company. We use data to anticipate customer needs, create technology solutions for customer engagement, and personalize customer experiences. Join an innovative and passionate team building the next generation of intelligent systems for customer service at Amazon. The Customer Service AI Scaling & Evaluation team is looking for Software Developers passionate about Machine Learning and Natural Language Processing. We are looking for versatile and passionate engineers who are customer-centric, and looking to solve never-before-solved problems. You will enjoy a small-team environment that balances research with application; you will explore the frontier of Machine Learning techniques and take what you have found to solve real-world problems. Your work will have a direct impact on the bottom line of our business while improving customer experience. Key job responsibilities - Collaborate with science and engineering teams to develop and integrate platform features that enable teams to train, evaluate, and deploy high quality machine learning/LLM conversational customer support agents that participate in real-time contact resolution and monitor performance - Work closely with Applied Scientists to ensure functioning dependencies for training and evaluation are met for foundational model training and fine-tuning, in-context learning, and prompt engineering - Drive system architecture, spearhead best practices, and mentor junior engineers. - Boost Innovation by building rapid prototypes for experimentation - Use statistics, Natural Language Processing (NLP) and Machine Learning (ML) techniques to create scalable solutions for business problems - Analyze and extract relevant information from large amounts of both structured and unstructured data to help automate and optimize key processes - Work closely with business staff to optimize various business operations - Establish scalable, efficient, automated processes for large scale data analyses, model development, model validation, model implementation, and runtime evaluation A day in the life As a Software Development Engineer with the CSAI Scaling & Evaluation team, you will be responsible for development of high performance, low latency, cutting edge machine learning conversational customer support resolutions - which help customers resolve problems. Your work will directly impact our retail ordering, digital, seller, and driver services - through enabling the use of automated conversational agents that participate in text and voice contact resolution. 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 youre 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 and work at the forefront of AI. Collaborate with top minds pushing boundaries in LLM training and evaluation of customer support models. This is a unique opportunity to create history and shape the future of artificial intelligence in customer support. Our team accelerates sciences ability to train large language models while maintaining and improving the model quality bar. We automate measuring & evaluating quality against a baseline of what good contact handling looks like, detecting drift, and triggering retraining. Basic Qualifications - 3+ years of non-internship professional software development experience - 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience - Experience programming with at least one software programming language Preferred Qualifications - 3+ 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 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us. 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 Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records. Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $129,300/year in our lowest geographic market up to $223,600/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.