ADCI HYD 20 SEZ
Operations, IT, Support Engineering, selling partner services
SupportEngineerIV,REX
Neural analysis suggests this role is
optimal for Senior candidates.
“Support Engineer IV, REX at ADCI HYD 20 SEZ. Skills: Routing strategy, AI-powered command center, Data science solutions, Intelligent routing. Design routing processes. Develop routing processes”
Industry & Context.
Troubleshooting; Root cause analysis; Analytical capabilities; Error correction
What They're Looking For.
Must Have
4+ years software development, 4+ years technical support, Troubleshoot and debug technical systems, Scripting in modern languages, Root cause analysis, Error correction, Communicate to senior leadership
Nice to Have
Knowledge of distributed applications, Knowledge of enterprise applications, Agile/scrum experience, Java based automation, Perl based automation, Python based automation, Develop low to medium complexity code, API integration development, Leverage Large Language Models
What You'll Do.
Design routing processes
Develop routing processes
Test routing processes
Improve routing processes
Collaborate across functions
Analyze operational processes
Develop technical requirements
Implement effective solutions
Leverage Amazon technology
Leverage Amazon services
Partner with tech teams
Optimize workplan development
Engage with stakeholders
Document requirements
Create functional specifications
Serve as Subject Matter Expert
Demonstrate understanding of features
Demonstrate understanding of systems
Develop mitigation strategies
Identify potential risks
Prevent operational disruptions
Ensure workflow deployment
Investigate technical issues
Investigate operational issues
Develop straightforward solutions
Develop effective solutions
Conduct Root cause analysis
Conduct troubleshooting
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
Implement system improvements
Build efficient metrics
Build efficient monitors
Build efficient alarms
How You'll Work.
Team & Collaboration
Cross functions; Operations; Product Managers; Software Engineers; Business Analysts; Data Scientists; Program Managers; Technology teams
Communication Scope
Presenting to leadership
Process & Methodology
Agile, Scrum
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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