ADCI HYD
Technology
SupportEngineerIV
Neural analysis suggests this role is
optimal for Senior candidates.
“Support Engineer IV at ADCI HYD. Skills: Routing optimization, AI-powered command center, Data science solutions. Document requirements. Create functional specifications”
Industry & Context.
Analytical capabilities; Troubleshooting; Root cause analysis
What They're Looking For.
Must Have
4+ years software development, 4+ years technical support, Troubleshoot and debug technical systems, Scripting in modern program languages
Nice to Have
Knowledge of distributed applications, Knowledge of enterprise applications, Experience in agile/scrum, Experience in design and implementation of efficient solutions, Development of low to medium complexity code, API integration and development, Leverage Large Language Models (LLMs)
What You'll Do.
Document requirements
Create functional specifications
Serve as Subject Matter Expert
Develop mitigation strategies
Investigate technical product issues
Investigate operational issues
Conduct Root cause analysis
Take ownership of documentation
Enhance existing mechanisms
Enhance existing Tools
Partner with Technology teams
Understand technology roadmap
Assess roadmap impact
Contribute to program technology evolution
Gain insights into implementation strategies
Build proactive detection mechanisms
Report performance dips
Build efficient metrics
Build efficient monitors
Build efficient alarms
How You'll Work.
Team & Collaboration
Collaborate across functions; Partner proactively with teams
Full Job Description
At Amazon, we're working to be the most customer-centric company on earth. To get there, we need exceptionally talented, bright, and driven people. WW Selling Partner Services (SPS) is focused on making Amazon the safest and most trusted company on earth for customers, brands, and selling partners and the best place to build a successful business. The Demand Planning & Workforce Intelligence (DPWI) team is building an AI-powered command center that transforms workforce management from reactive operations to intelligent orchestration. This transformation anticipates operational needs, automates resource allocation, and elevates support functions from tactical execution to strategic enablement. DPWI drives data-driven decision making across 30+ global Selling Partner Services operations programs, delivering mission-critical volume predictions and actionable planning insights through state-of-the-art data science solutions, centralized forecasting platforms, routing intelligence and automated predictive solutions at scale. Within DWPI, The Routing Excellence (REX) team owns routing strategy and enablement for operations team. We serve as the strategic link between incoming demand and operational execution, using an intelligent routing framework to optimize case and task distribution. We transform the legacy processes to find the most optimized way to route a case to operations. We put systemic guardrails, alarms and mechanisms in place to enable routing governance and health monitoring. REX deploys routing objects and manages configuration within Amazon Connect-Hybrid, Customer Relationship Management (CRM), Paragon, and Intelligent Routing. REX supports over 16k routing queues and 1k+ Intelligent routing rules. These queues and routing rules are configured to ensure each customer contact reaches the right agent in the most efficient way possible. We are seeking a talented Support Engineer to join the REX Team, where you will design, develop, test, and continuously imp
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