Agent Support Technique jobs

Amazon Customer Service is transforming how we deliver exceptional experiences to millions of customers worldwide, and we're seeking a Machine Learning Engineer to help build the next generation of intelligent solutions. You'll build Generative AI solutions to fulfill Amazon's mission to be Earth's most customer-centric company. Your work will empower leaders to take data-driven actions and give associates clear visibility into their personal impact on customer experience. You'll design, implement and scale production systems that empower associates and team managers to deliver their best work every day.

This is an opportunity to work on systems that operate at Amazon scale, processing vast amounts of data and translating complex signals into actionable information for stakeholders ranging from frontline associates to senior leadership. You'll build components that balance sophisticated analytics with intuitive user experiences, ensuring that insights are accessible and actionable for users with varying technical backgrounds. Your work will directly influence how we develop talent, recognize excellence, and continuously raise the bar for customer service quality across the organization.

Key job responsibilities

• Apply generative AI techniques to surface meaningful patterns and personalized insights
• Build components within scalable architectures that process customer interaction data
• Design and deliver features end-to-end, from technical design through production deployment and operational support
• Contribute to architectural decisions that balance innovation with operational excellence
• Participate actively in code reviews, raising the quality bar for yourself and your teammates
• Write clear technical documents including design proposals, operational runbooks, and post-incident reviews
• Integrate emerging technologies, particularly generative AI and large language models, into production systems with guidance from senior engineers
• Design and implement APIs and data models that support extensibility and long-term growth
• Build monitoring and alerting to ensure the reliability of the systems you own
• Collaborate with product managers, UX designers, and business stakeholders to translate requirements into well-scoped technical solutions
• Identify and drive improvements to engineering processes, tooling, and operational practices within the team

A day in the life
Throughout the day, you'll focus on hands-on development of features and systems that shape how associates and managers understand their personal impact on customer satisfaction, while giving leadership insights into the quality of customer service we provide each day.

Your morning might start with a quick win, like prototyping a GenAI agent to gather immediate feedback on a proposed solution. You'll discuss your approach with teammates and your tech lead to validate the design. In the afternoon, you attend a Lunch and Learn to stay on top of new emerging technology, before tackling a challenging problem with your peers.

About the team
Engineers are empowered to build. Our team values a collaborative atmosphere that celebrates rapid innovation and meaningful impact. You'll find a culture of psychological safety where asking questions is encouraged, experimentation is valued, and learning from failures drives continuous improvement. We are deeply invested in your personal growth through peer collaboration and regular career development discussions. Mentorship flows in all directions, where senior engineers guide technical decisions while learning fresh perspectives from newer team members. You will have the ability to make an impact on the associates and managers who use our tools and the millions of customers they support.