Amazon.com is broadly recognized as a leader in providing exceptional Customer Service globally. At Amazon, we are driven by innovation and customer obsession, which is deeply ingrained in everything we do, especially in the Customer Engagement Technology (CET) department. Leveraging conversational Artificial Intelligence (AI) and machine learning (ML) technology, we strive to predict and resolve customer issues through self-service and automation solutions.

The CET team leads AI and Large Language Models (LLM)-driven customer experience transformation using task-oriented dialogue systems. We develop multi-modal, multi-turn, goal-oriented dialog systems that can handle customer issues at Amazon scale across multiple languages. These systems are designed to adapt to changing company policies and invoke correct APIs to automate solutions to customer problems. Additionally, we enhance associate productivity through response/action recommendation, summarization to capture conversation context succinctly, retrieving precise information from documents to provide useful information to the agent, and machine translation to facilitate smoother conversations when the customer and agent speak different languages.

Key job responsibilities
- Architect and lead the development of robust inference infrastructure for Amazon's conversational AI customer service chatbots, leveraging state-of-the-art LLMs.
- Design and implement advanced deployment pipelines for seamless integration of LLM models into production environments, ensuring rigorous testing and validation protocols.
- Lead the creation of a sophisticated ML inference service that orchestrates complex interactions between multiple models, including issue prediction, item recommendation, and response generation, to deliver coherent and contextual responses.
- Drive the integration of cross-team services to enable advanced retrieval-augmented generation (RAG) systems, combining LLMs with external knowledge sources and actuation capabilities.
- Innovate and implement observability and logging mechanisms for proactive issue identification, troubleshooting, and maintenance of dialogue states crucial for offline training and continuous model improvement.
- Provide technical leadership and mentorship, collaborating closely with Product Managers, UX designers, Applied Scientists, and other Software Development Engineers to drive the application of machine learning models in delivering exceptional conversational AI experiences.

A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

About the team
Join our team of scientists and engineers who develop and deploy LLM-based Conversational AI systems to enhance Amazon's customer service experience and effectiveness. We work on innovative solutions that help customers solve their issues and get their questions answered efficiently, and associate-facing products that support our customer service associate workforce.