Software Dev Engineer II, Capacity Planning Tech

Amazon's Worldwide Customer Service Capacity Planning (WWCP) team is seeking a Software Development Engineer II to join their innovative technology division. This role is part of a transformative initiative to revolutionize customer service workforce planning across Amazon's global operations. The team is building cutting-edge solutions that leverage machine learning and optimization techniques to create a fully automated capacity planning system.

The position offers an exciting opportunity to work on complex technical problems in optimization and machine learning, with direct impact on Amazon's customer service operations. You'll be part of developing a comprehensive system that adapts to supply-demand fluctuations while maintaining service-level goals. The role involves working with emerging technologies, reading research papers, and implementing solutions that scale to Amazon's massive operations.

As part of WWCP, you'll contribute to a team responsible for planning customer support staffing, preserving customer experience, and ensuring cost-optimal solutions for customer support. The team analyzes historical data and anticipates business events to create comprehensive workforce management plans. This is an excellent opportunity for engineers who want to combine technical expertise with business impact, working at the intersection of customer service optimization and advanced technology solutions.

The ideal candidate should be creative, responsible, and passionate about diving deep into technical challenges. You'll need to balance theoretical knowledge with practical implementation, turning complex ideas into efficient code that solves real customer problems. The role offers the chance to work with a world-class team while making significant contributions to Amazon's customer service infrastructure.