System Development Engineer, Capacity Planning Tech

Join Amazon's Worldwide Customer Service Capacity Planning (WWCP) organization, where innovation meets customer service excellence. As a System Development Engineer, you'll be at the forefront of developing cutting-edge technology that powers Amazon's award-winning Customer Service platform. The role focuses on building a comprehensive, automated system for capacity planning using scientific methodologies and optimization techniques.

The team's mission is to define and deliver timely human-assisted support across Amazon's global customer service network while optimizing for customer experience, associate experience, and cost efficiency. You'll work on sophisticated problems involving Machine Learning and optimization, creating solutions that have immediate real-world impact. The position offers the opportunity to work on systems that operate at massive scale, requiring deep technical expertise in areas like latency optimization and resource management.

WWCP is leading the charge in providing cost-optimal solutions for customer support staffing, working to preserve customer experience while ensuring operational efficiency. The team analyzes historical data, anticipates business events, and develops predictive models to determine optimal staffing levels. This role is perfect for someone who combines technical excellence with business acumen, enjoys solving complex problems, and wants to make a significant impact on Amazon's customer service operations.

You'll be part of a team that values creativity, responsibility, and technical innovation. The position requires someone who can think deeply about technical architecture while understanding business implications. You'll have the opportunity to work with emerging technologies, implement research papers into practical solutions, and collaborate with talented engineers who are passionate about building world-class systems.