Software Development Engineer II, Customer Service

Are you interested in taking a front-seat in the innovative technology that powers Amazon's award-winning Customer Service? If so, come join us

We are part of the Worldwide Customer Service Capacity Planning (WWCP) organization that enables end-to-end customer service workforce planning across Amazon. WWCP's North Star vision is to define and deliver timely human-assisted support to Amazon customers under contact demand and Labor supply volatility and optimizing the Customer Service (CS) network for customer experience, associate experience, and cost. To turn this vision into reality, we are investing heavily on a digital transformative journey developing a product that will make capacity planning hands-off-the-wheel experience leveraging scientific methodologies and optimization techniques. Our ultimate objective is to establish a comprehensive, fully automated system capable of generating optimal plans on a massive scale. It will adapt seamlessly to fluctuations in supply and demand while maintaining our service-level (SL) goals. In addition to planning, this product will continuously monitor and manage real-time network performance, swiftly identifying emerging supply-demand gaps and ensuring the efficient utilization of flexible capacity through real-time network rebalancing

Why would you want to join our team?
If you are passionate about solving hard technical problems in the Optimization of Capacity Planning via Machine Learning and want your work to make an immediate impact in the real world, this is the place for you. We solve problems on par with leading academic research for the benefit of customers who celebrate our feature launches on social media, constantly demand new features, and - through adoption - force us to invent new ways to scale our systems. If going deep to optimize for scale, latency, and resource usage excites you as much as working backwards from the customer to develop features that not only work, but delight, then join us in making our product the most successful Worldwide capacity planning platform on the planet

As a Software Development Engineer (SDE), you will help tackle a diverse landscape of technical problems. You will design, develop and deploy reliable distributed solutions that operate at Amazon scale. You will work with a variety of core languages and technologies including Java, React js and AWS services. You will tackle problems, novel situations every day, and will have the opportunity to work alongside talented Amazon engineers to redefine an industry.

What does it take to succeed in this role?
In addition to meeting the technical qualifications, you need to be creative, responsible, and able to dig deep into emerging technologies. Willing to read research papers, but also move quickly to turn ideas into code that solves customer problems. A natural-problem solver, who is able to think about business problems, operational issues, and software architecture in the course of a single conversation. Curious about our customers' needs and dedicated to turning developers into raving fans. Excited to learn from others while bringing your own novel capabilities and perspectives. Someone who makes the team both productive and fun to work in.

This position may require access to information, technology, or hardware that is subject to export control laws and regulations, including the Export Administration Regulations (EAR) and the International Traffic in Arms Regulations (ITAR). Employment in this position is contingent upon obtaining any required export licenses or other approvals from the United States government. As such, the successful candidate must be eligible to obtain any necessary export licenses or approvals based on their nationality, citizenship, and any other factors considered by the applicable export control regulations

Key job responsibilities
1. Deliver working features spanning the full software lifecycle including working backwards from customers, software design, implementation, testing and deployment, operations, and documentation

2. Mentor engineers on your team to help grow their potential

3. Make priority tradeoffs between new feature development and operational work

4. Engage with stakeholders, and peers to understand the business and customer value of your team's software in order to ensure you deliver the right solutions.

About the team
WWCP is the world leader in providing cost-optimal solutions that enable customers to get outstanding human support, while raising the bar on associate experience.

WWCP is responsible for:
1) Planning customer support staffing.
2) Preserving customer experience when they contact customer service.
3) Ensuring best costs for providing customer support.

WWCP crafts a comprehensive workforce management plan by strategically analyzing historical data and anticipating potential business events to accurately predict the number of required associates for the next 12 months.

- 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
- 3+ years of Video Games Industry (supporting title Development, Release, or Live Ops) experience
- Experience programming with at least one software programming language

- 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

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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.

---