Job Description

Customer Service AI Training Team - Software Development Engineer

About Amazon

Amazon's mission is to be Earth's most customer-centric company. We use data to anticipate customer needs, create technology solutions for customer engagement, and personalize customer experiences.

Job Summary

Join an innovative and passionate team building the next generation of intelligent systems for customer service at Amazon. The Customer Service AI Training team is looking for Software Developers passionate about Machine Learning and Natural Language Processing.

Major Responsibilities

• Develop and Implement predictive models for real-time customer support predictions
• Boost Innovation by building rapid prototypes for experimentation
• Use statistics, NLP, and machine learning 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
• Design, experiment, and evaluate highly innovative models for predictive learning
• Work closely with business staff to optimize various business operations
• Establish scalable, efficient, automated processes for large-scale data analyses, model development, model validation, and model implementation

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
• 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

A Day in the Life

As a SDE with the CSAI Training team, you will be responsible for development of high-performance, low-latency, cutting-edge machine learning conversational customer support agents - 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. You will drive system architecture decisions, and contribute to best practices that enable a quality training, evaluation, and deployment infrastructure.

Note

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:

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 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.

Requirements

• 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
• Bachelor's degree in computer science or equivalent
• 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience

Diversity and Inclusion

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.

Compensation

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.