Machine Learning Engineer, Amazon Customer Service

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