Software Development Engineer, Amazon Customer Service
Core
Build a standalone Human-in-the-Loop (HITL) platform to inject human judgment into AI-handled customer service conversations in real-time, decoupling it from the bot stack to enable scalable automation.
Role type
Senior Software Development Engineer (System Architecture & ML Integration)
Builds
Real-time HITL platform, service contracts for bot integration, and feedback pipelines for model training
Domain
Conversational AI, Customer Service Automation, Distributed Systems
Deliverable
production ML models | product features
Required skills
Distributed systems architecture, LLM inference integration, real-time system design, object-oriented design, system reliability engineering, technical design documentation, code review, mentorship
Preferred skills
Full SDLC ownership, machine learning model architecture knowledge
Technologies
C#, C++, Java, Perl
Responsibilities
Own end-to-end design and delivery of major HITL components; Decouple HITL into a standalone platform with extensible service contracts; Architect low-latency, high-reliability systems for live customer conversations; Partner with applied scientists to productionize ML and generative AI components; Drive operational excellence through metrics, alarms, and root cause analysis; Mentor engineers and participate in design/code reviews
Seniority
Senior, hands-on IC with architecture ownership
