Machine Learning Engineer, Customer Engagement Technology
Machine Learning Engineer, Customer Engagement Technology
Posted on :
06-07-2025
Employer Active
1 Vacancy
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Share
Send me jobs like this
Job Alert
You will be updated with latest job alerts via emailValid email field required
Send jobs
Yearly Salary
$ 129300 - 223600
Vacancy
1 Vacancy
Posted on :
06-07-2025
Job Description
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
- Build and maintain the inference infrastructure for Amazons conversational AI customer service chatbots leveraging LLMs.
- Develop and own the deployment pipelines for integrating and deploying LLM models into production environments including rigorous testing and validation stages.
- Design and implement the ML inference service that orchestrates the interaction between multiple models such as issue prediction item recommendation and response generation to provide coherent and contextual responses.
- Integrate with various cross-team services to enable retrieval-augmented generation (RAG) systems combining language models with external knowledge sources and actuation capabilities to deliver informational and action-oriented responses.
- Enhance observability and logging mechanisms to proactively identify and troubleshoot issues and maintain dialogue state for offline training and model improvement.
- Collaborate closely with Product Managers UX designers Applied Scientists and experienced Software Development Engineers to effectively apply machine learning models and deliver high-quality 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 wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre 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 Amazons 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.
- 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
- 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
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $129300/year in our lowest geographic market up to $223600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
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
- Build and maintain the inference infrastructure for Amazons conversational AI customer service chatbots leveraging LLMs.
- Develop and own the deployment pipelines for integrating and deploying LLM models into production environments including rigorous testing and validation stages.
- Design and implement the ML inference service that orchestrates the interaction between multiple models such as issue prediction item recommendation and response generation to provide coherent and contextual responses.
- Integrate with various cross-team services to enable retrieval-augmented generation (RAG) systems combining language models with external knowledge sources and actuation capabilities to deliver informational and action-oriented responses.
- Enhance observability and logging mechanisms to proactively identify and troubleshoot issues and maintain dialogue state for offline training and model improvement.
- Collaborate closely with Product Managers UX designers Applied Scientists and experienced Software Development Engineers to effectively apply machine learning models and deliver high-quality 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 wed still love to hear from you! At Amazon we value people with unique backgrounds experiences and skillsets. If youre 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 Amazons 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.
- 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
- 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
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.
Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.
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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $129300/year in our lowest geographic market up to $223600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity sign-on payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.
Employment Type
Full-Time
Department / Functional Area
Key Skills
Report This Job
Disclaimer: Drjobpro.com is only a platform that connects job seekers and employers. Applicants are advised to conduct their own independent research into the credentials of the prospective employer.We always make certain that our clients do not endorse any request for money payments, thus we advise against sharing any personal or bank-related information with any third party. If you suspect fraud or malpractice, please contact us via contact us page.
