Software Development Engineer , Service Resource Management

We are hiring a Software Development Engineer on the Service Resource Management team which is part of Amazon Customer Service (CS) to help build a network optimization product, as part of a broader effort to improve how Amazon's global Customer Service network runs. Our work helps leaders review network performance with more clarity, understand what is driving drift from plan, make better site and resource decisions, and use automation where repeatable decisions can be trusted.

In this role, you will own meaningful parts of the product end to end and work across service behavior, data logic, and product experience to make leadership review, network analysis, and day-to-day operating decisions clearer, faster, and more actionable.

We are looking for an engineer who can make sound decisions with incomplete information, turn partially defined problems into reliable solutions, and improve systems by fixing causes rather than symptoms. You should be comfortable bringing facts, tradeoffs, and risks into the conversation and helping move important decisions toward clear follow-through. Because the team is building toward a more AI-native way of operating, you should also be comfortable evaluating where AI-assisted analysis, automation, rules, and conventional software each fit best in a production workflow.

Key job responsibilities

• Own the design and delivery of one or more workflows or subsystems, such as analytics services, anomaly-review experiences, investigation tooling, data quality controls, or operator-facing product flows
• Build reliable backend systems and supporting jobs that turn internal data into clear and trustworthy product behavior, and automate repeatable decision paths where the evidence is strong enough to do so safely
• Define and document metric logic, edge-case handling, operational behavior, and design tradeoffs so other engineers and business partners can understand, question, and extend your area
• Improve observability, data quality, and operational health, and remove recurring pain points by fixing root causes rather than treating symptoms
• Partner with product, domain stakeholders, and peer engineers to clarify requirements, surface tradeoffs early, and turn them into implementation plans
• Mentor newer engineers through code reviews, design feedback, debugging support, and day-to-day collaboration.
• Contribute to workflows that use AI-assisted analysis or automation where it improves clarity, speed, or decision quality

A day in the life

A typical day in this role is a mix of ownership, technical judgment, and follow-through. You might spend part of the day driving a subsystem change from design through implementation, tracing an issue across service behavior and the underlying data path, and working with product or domain partners to decide what action is justified by the evidence. You will also spend time improving the clarity of the system itself, whether that means simplifying a workflow, tightening a metric definition, or making a recommendation easier for leaders to trust.

About the team

The Service Resource Management team builds products that help Amazon Customer Service leaders make better decisions about how the global network runs. We want to be a team that can talk about hard things clearly and early. At this level, that means bringing facts, tradeoffs, and risks into the conversation, challenging assumptions respectfully, moving quickly without outrunning the evidence, and helping the team leave important discussions with clear decisions and durable follow-through.