Software Development Engineer - Machine Learning, Customer Engagement Technologies

$129,300 - $223,600/Yr

Amazon - East Palo Alto, CA

Full-time - Mid Level

East Palo Alto, CA

Sporting Goods, Hobby, Musical Instrument, Book, and Miscellaneous Retailers

About the position

The Software Development Engineer in Machine Learning for Customer Engagement Technologies at Amazon focuses on leveraging conversational AI and Machine Learning to enhance customer service. This role involves designing and implementing real-time inference services for large-scale conversational AI systems, optimizing model performance, and ensuring efficient deployment of machine learning models in production environments.

Responsibilities

• Work on complex system software that is customer-centric and meets operational goals.
• 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.
• Integrate with various cross-team services to enable retrieval-augmented generation (RAG) systems, combining language models with external knowledge sources and actuation capabilities.
• 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.

Requirements

• 3+ years of non-internship professional software development experience
• 2+ years of non-internship design or architecture experience of new and existing systems
• Experience programming with at least one software programming language

Nice-to-haves

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

Benefits

• Medical, Dental, and Vision Coverage
• Maternity and Parental Leave Options
• Paid Time Off (PTO)
• 401(k) Plan