02 ott - Asti
Amazon
Software Development Engineer, Amazon Customer Service
Job ID: 10559347 | Services LLC
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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 with a convenient, high quality, and delightful experience - across all our CS channels, in every interaction.
Within CS, Human in the Loop (HITL) engineering brings human judgment into AI-handled conversations in real time, across every use case, channel, and marketplace where automation reaches its limit. We build the systems that predict when a bot is about to fail. We summarize live conversation context so a Customer Service Associate can decide in seconds, and we execute that decision back into the conversation while the customer is still in it, with no transfer and nothing to re-explain.
Every intervention also becomes training data for the next contact like it, so the case that needed a human this time is one automation can handle on its own the next. That is why HITL compounds instead of plateauing.
We are looking for a Software Development Engineer to help build that platform and shape the architecture behind it. Today HITL runs tens of thousands of customer contacts every week across four use cases in the US, UK, and Canada. What stands between us and ten times that is the architecture itself. Core logic is spread across several services, each new use case takes about six weeks to launch, and tight coupling to our current bot stack blocks entire product lines where human judgment would matter most. You will be a significant contributor to fixing that. You will help design and build HITL as a standalone platform, shape the contracts that let any bot in CS request human judgment, and make the real-time path fast and relia
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