Amazon.com is broadly recognized as a leader in providing exceptional Customer Service globally. At Amazon, we are driven by innovation and customer obsession, which is deeply ingrained in everything we do, especially in the Customer Engagement Technology (CET) department. Leveraging conversational Artificial Intelligence (AI) and machine learning (ML) technology, we strive to predict and resolve customer issues through self-service and automation solutions.

The CET team leads AI and Large Language Models (LLM)-driven customer experience transformation using task-oriented dialogue systems. We develop multi-modal, multi-turn, goal-oriented dialog systems that can handle customer issues at Amazon scale across multiple languages. These systems are designed to adapt to changing company policies and invoke correct APIs to automate solutions to customer problems. Additionally, we enhance associate productivity through response/action recommendation, summarization to capture conversation context succinctly, retrieving precise information from documents to provide useful information to the agent, and machine translation to facilitate smoother conversations when the customer and agent speak different languages.

Key job responsibilities - Build and maintain the inference infrastructure for Amazon's conversational AI customer service chatbots, leveraging LLMs. - Develop and own the deployment pipelines for integrating and deploying LLM models into production environments, including rigorous testing and validation stages. - Design and implement the ML inference service that orchestrates the interaction between multiple models, such as issue prediction, item recommendation, and response generation, to provide coherent and contextual responses. - Integrate with various cross-team services to enable retrieval-augmented generation (RAG) systems, combining language models with external knowledge sources and actuation capabilities to deliver informational and action-oriented responses. - Enhance observability and logging mechanisms to proactively identify and troubleshoot issues, and maintain dialogue state for offline training and model improvement. - Collaborate closely with Product Managers, UX designers, Applied Scientists, and experienced Software Development Engineers to effectively apply machine learning models and deliver high-quality conversational AI experiences.

A day in the life We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary: Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include: 1. Medical, Dental, and Vision Coverage 2. Maternity and Parental Leave Options 3. Paid Time Off (PTO) 4. 401(k) Plan

About the team Join our team of scientists and engineers who develop and deploy LLM-based Conversational AI systems to enhance Amazon's customer service experience and effectiveness. We work on innovative solutions that help customers solve their issues and get their questions answered efficiently, and associate-facing products that support our customer service associate workforce. BASIC QUALIFICATIONS

- 3+ years of non-internship professional software development experience - 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience - Experience programming with at least one software programming language PREFERRED QUALIFICATIONS

- 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience - Bachelor's degree in computer science or equivalent

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers.