SoftwareDevelopmentEngineerII

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