Software Dev Engineer III, Planning Intelligence

Job description

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience — across all of our CS channels — in every interaction.Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network — building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon.We are seeking a Senior Software Development Engineer (SDE3) to join Planning Intelligence (PI) — the AI-native brain of Amazon CS. Our team builds the predictive intelligence that defines how CS creates value: forecasting demand at granular levels in real-time, powering autonomous planning and what-if scenario simulations, shaping network design, and optimizing resource allocation to deliver the customer and business outcomes that matter most.The ideal candidate will lead the design, architecture, and delivery of the distributed systems that enable these capabilities. You will drive the technical strategy for systems that plan autonomously, simulate scenarios to evaluate tradeoffs, and optimize resource allocation across the network — setting the technical direction that shapes how millions of customers experience Amazon's support.Key job responsibilitiesScope & Technical Leadership: You lead projects requiring multiple engineers. You own team architecture — providing system-wide design guidance and influencing team strategy and goals. You bring perspective on current technology choices and guide future ones. You drive adoption of engineering best practices and actively coach or mentor multiple engineers across your team.Execution & Operational Excellence: You communicate technical designs and decisions effectively in writing. You deliver the right things efficiently without guidance — frequently and incrementally. Your personal coding practices are exemplary in code organization, clarity, simplicity, error handling, and documentation, setting the culture for robust software development. You balance speed of delivery with long-term foundation, identifying one-way door decisions and advocating for the right solution.Problem Solving & Impact: You tackle problems with multiple risks and roadblocks, driving solutions that are as simple as possible. Where your work involves other teams with their own priorities, you create the right checkpoints to ensure successful delivery. Your work prioritizes long-term results — software quality, business requirements, customer experience, and maintainability of both your team's and related teams' products.A day in the lifeYou lead the technical direction for planning and optimization systems powering Amazon's global customer service network. You write design documents, drive architecture decisions, and write exemplary code while reviewing others' work with depth. You mentor engineers at multiple levels and collaborate across Product, Science, and Operations to turn ambiguous problems into elegant solutions. You own operational health of critical systems and drive permanent resolution of systemic issues. Your work directly impacts millions of customers and sets the technical foundation for the team's future.About the teamPlanning Intelligence is the world leader in providing cost-optimal, AI-driven solutions that enable customers to get best-in-class human support while raising the bar on associate experience. We are responsible for: 1) Planning customer support staffing through autonomous, AI-native systems. 2) Preserving customer experience through intelligent, outcome-based network planning. 3) Ensuring optimal costs through real-time resource optimization. Our team crafts comprehensive workforce management plans by combining predictive intelligence, scenario simulation, and scientific optimization -- moving from reactive, manual planning to systems that continuously learn, adapt, and deliver the right outcomes at scale.