Software Dev Engineer III, Planning Intelligence

Customer experience is at the heart of all we do at Amazon as we strive to be Earths most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience working relentlessly to provide customers a convenient high quality and delightful experience across all of our CS channels in every interaction.

Within CS Network Solutions is responsible for designing planning and operating the worlds largest customer service network building intelligent adaptive systems that anticipate demand match customers to optimal experiences and continuously improve service quality. We are transforming CS from a manually operated reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon.

We are seeking a Senior Software Development Engineer (SDE3) to join Planning Intelligence (PI) the AI-native brain of Amazon CS. Our team builds the predictive intelligence that defines how CS creates value: forecasting demand at granular levels in real-time powering autonomous planning and what-if scenario simulations shaping network design and optimizing resource allocation to deliver the customer and business outcomes that matter most.

The ideal candidate will lead the design architecture and delivery of the distributed systems that enable these capabilities. You will drive the technical strategy for systems that plan autonomously simulate scenarios to evaluate tradeoffs and optimize resource allocation across the network setting the technical direction that shapes how millions of customers experience Amazons support.

Key job responsibilities
Scope & Technical Leadership: You lead projects requiring multiple engineers. You own team architecture providing system-wide design guidance and influencing team strategy and goals. You bring perspective on current technology choices and guide future ones. You drive adoption of engineering best practices and actively coach or mentor multiple engineers across your team.

Execution & Operational Excellence: You communicate technical designs and decisions effectively in writing. You deliver the right things efficiently without guidance frequently and incrementally. Your personal coding practices are exemplary in code organization clarity simplicity error handling and documentation setting the culture for robust software development. You balance speed of delivery with long-term foundation identifying one-way door decisions and advocating for the right solution.

Problem Solving & Impact: You tackle problems with multiple risks and roadblocks driving solutions that are as simple as possible. Where your work involves other teams with their own priorities you create the right checkpoints to ensure successful delivery. Your work prioritizes long-term results software quality business requirements customer experience and maintainability of both your teams and related teams products.

A day in the life
You lead the technical direction for planning and optimization systems powering Amazons global customer service network. You write design documents drive architecture decisions and write exemplary code while reviewing others work with depth. You mentor engineers at multiple levels and collaborate across Product Science and Operations to turn ambiguous problems into elegant solutions. You own operational health of critical systems and drive permanent resolution of systemic issues. Your work directly impacts millions of customers and sets the technical foundation for the teams future.

About the team
Planning Intelligence is the world leader in providing cost-optimal AI-driven solutions that enable customers to get best-in-class human support while raising the bar on associate experience. We are responsible for: 1) Planning customer support staffing through autonomous AI-native systems. 2) Preserving customer experience through intelligent outcome-based network planning. 3) Ensuring optimal costs through real-time resource optimization. Our team crafts comprehensive workforce management plans by combining predictive intelligence scenario simulation and scientific optimization -- moving from reactive manual planning to systems that continuously learn adapt and deliver the right outcomes at scale.

- 5 years of non-internship professional software development experience
- 5 years of programming with at least one software programming language experience
- 5 years of leading design or architecture (design patterns reliability and scaling) of new and existing systems experience
- Experience as a mentor tech lead or leading an engineering team
- Bachelors degree in computer science or equivalent

- 5 years of full software development life cycle including coding standards code reviews source control management build processes testing and operations experience

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