Software Development Engineer II Capacity Planning Tech

Are you interested in taking a frontseat in the innovative technology that powers Amazons awardwinning Customer Service If so come join us!

We are part of the Worldwide Customer Service Capacity Planning (WWCP) organization that enables endtoend customer service workforce planning across Amazon. WWCPs North Star vision is to define and deliver timely humanassisted support to Amazon customers under contact demand and Labor supply volatility and optimizing the Customer Service (CS) network for customer experience associate experience and cost. To turn this vision into reality we are investing heavily on a digital transformative journey developing a product that will make capacity planning handsoffthewheel experience leveraging scientific methodologies and optimization techniques. Our ultimate objective is to establish a comprehensive fully automated system capable of generating optimal plans on a massive scale. It will adapt seamlessly to fluctuations in supply and demand while maintaining our servicelevel (SL) goals. In addition to planning this product will continuously monitor and manage realtime network performance swiftly identifying emerging supplydemand gaps and ensuring the efficient utilization of flexible capacity through realtime network rebalancing

Why would you want to join our team
If you are passionate about solving hard technical problems in the Optimization of Capacity Planning via Machine Learning and want your work to make an immediate impact in the real world this is the place for you. We solve problems on par with leading academic research for the benefit of customers who celebrate our feature launches on social media constantly demand new features and through adoption force us to invent new ways to scale our systems. If going deep to optimize for scale latency and resource usage excites you as much as working backwards from the customer to develop features that not only work but delight then join us in making our product the most successful Worldwide capacity planning platform on the planet!

What does it take to succeed in this role
In addition to meeting the technical qualifications you need to be creative responsible and able to dig deep into emerging technologies. Willing to read research papers but also move quickly to turn ideas into code that solves customer problems. A naturalproblem solver who is able to think about business problems operational issues and software architecture in the course of a single conversation. Curious about our customers needs and dedicated to turning developers into raving fans. Excited to learn from others while bringing your own novel capabilities and perspectives. Someone who makes the team both productive and fun to work in.

About the team
WWCP is the world leader in providing costoptimal solutions that enable customers to get outstanding human support while raising the bar on associate experience. WWCP is responsible for: 1 Planning
customer support staffing. 2 Preserving customer experience when they contact customer service. 3 Ensuring best costs for providing customer support. WWCP crafts a comprehensive workforce management plan by strategically analyzing historical data and anticipating potential business events to accurately predicts the number of required associates for the specified period.


3 years of noninternship professional software development experience
2 years of noninternship design or architecture (design patterns reliability and scaling) of new and existing systems experience
3 years of Video Games Industry (supporting title Development Release or Live Ops) experience
Experience programming with at least one software programming language

3 years of full software development life cycle including coding standards code reviews source control management build processes testing and operations experience
Bachelors degree in computer science or equivalent

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