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. In this role, you'll design and implement features within scalable systems that empower team managers and associates to deliver their best work every day. You'll work with generative AI and modern cloud technologies to build solutions that help thousands of team managers provide meaningful, data-driven coaching while giving associates clear visibility into their personal impact on customer experience.

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
- Design and deliver features end-to-end, from technical design through production deployment and operational support
- Build components within scalable architectures that process customer interaction data, applying generative AI techniques to surface meaningful patterns and personalized insights
- Contribute to architectural decisions that balance innovation with operational excellence
- Participate actively in code reviews, raising the quality bar for yourself and your teammates
- Write clear technical documents including design proposals, operational runbooks, and post-incident reviews
- Integrate emerging technologies, particularly generative AI and large language models, into production systems with guidance from senior engineers
- Design and implement APIs and data models that support extensibility and long-term growth
- Build monitoring and alerting to ensure the reliability of the systems you own
- Collaborate with product managers, UX designers, and business stakeholders to translate requirements into well-scoped technical solutions
- Identify and drive improvements to engineering processes, tooling, and operational practices within the team

A day in the life
Throughout the day, you'll focus on hands-on development of features and systems that shape how associates and managers understand their personal impact on customer satisfaction, while giving leadership insights into the quality of customer service we provide each day.

Your morning might start with a quick win, like prototyping a GenAI agent to gather immediate feedback on a proposed solution. You'll discuss your approach with teammates and your tech lead to validate the design. In the afternoon, you attend a Lunch and Learn to stay on top of new emerging technology, before tackling a challenging problem with your peers.

About the team
Engineers are empowered to build. Our team values a collaborative atmosphere that celebrates rapid innovation and meaningful impact. You'll find a culture of psychological safety where asking questions is encouraged, experimentation is valued, and learning from failures drives continuous improvement. We are deeply invested in your personal growth through peer collaboration and regular career development discussions. Mentorship flows in all directions, where senior engineers guide technical decisions while learning fresh perspectives from newer team members. You will have the ability to make an impact on the associates and managers who use our tools and the millions of customers they support.

Basic Qualifications

- 3+ years of non-internship professional software development experience
- 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- Experience programming with at least one software programming language

Preferred Qualifications

- 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
- Bachelor's degree in computer science or equivalent
- Experience with full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations
- Experience in debugging, profiling, and implementing software engineering best practices in large-scale systems
- Experience with Machine Learning and Large Language Model fundamentals, including prompt engineering, model evaluation, and integration of AI services into production applications

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.

CAN, ON, Toronto - 114,800.00 - 191,800.00 CAD annually