About this role
Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's 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 world's largest customer service network — building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences. 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 Software Development Engineer (SDE2) 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 own the design, implementation, and delivery of software that enables these capabilities. You will build distributed systems that plan autonomously, simulate scenarios to evaluate tradeoffs, and optimize resource allocation across the network — directly shaping how millions of customers experience Amazon's support. Key job responsibilities Scope & Software Design: You deliver software features and improvements to major portions of your team's software — spanning new development, refactoring, and deprecation. You design solutions that enable new capabilities or improve existing systems, aligned with your team's long-term architectural strategy. You work with customers and stakeholders to understand business value and ensure you deliver the right solutions. You document how your team's software is constructed, tested, and operated, and actively train new teammates. Execution & Operational Excellence: You are a significant contributor to the full software development lifecycle — scoping, design, code, testing, deployment, and maintenance. You don't settle for the status quo, routinely identifying opportunities to improve your team's operations. You actively participate in code reviews, providing meaningful feedback to senior engineers and seeking early feedback on your own work. You ensure root causes of operational issues are identified and resolved with permanent fixes. Problem Solving & Impact: You work on difficult problems with visible risks or roadblocks, bringing clarity and identifying simple designs for solutions. You make effective priority tradeoffs between feature development and operational work. You mentor other engineers and resolve disagreements through constructive dialog. A day in the life You design and deliver software features that power planning and optimization for Amazon's global customer service network. You write and review code daily, contribute to design discussions, and make tradeoffs between speed and quality. You collaborate with Scientists, Product Managers, and business teams to turn requirements into well-designed, maintainable software. You own your services end-to-end -- from design through operations -- and when things break, you dig deep to find root causes and drive permanent resolution. You mentor teammates, improve team processes, and keep your skills current. Your work directly impacts how millions of customers experience Amazon's support. 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.