Job Description

• 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


Are you interested in taking a front-seat in the innovative technology that powers Amazon's award-winning Customer Service? If so, come join us!



Worldwide Capacity Planning (WWCP), part of Amazon Customer Service Org, is responsible for providing world class human support to Amazon customers. We are building industry leading workforce management product (Vibe) to cater to Amazon's global scale and complex capacity planning needs. We build systems that adapt to demand and supply volatility and optimize the CS workforce for customer experience, associate experience, and cost. Our systems generate millions of weekly forecasts, generate work schedules for thousands of associates across hundreds of sites, and monitor/mitigate Service Level (SL) risks in real-time. We leverage latest scientific methodologies and optimization techniques to generate these optimal labor plans at a massive scale.



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 natural-problem 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.



Key job responsibilities

• Design, implement, and maintain scalable, high-performance software solutions for workforce management automation.
• Collaborate with product managers to understand business requirements and translate them into technical designs.
• Lead architectural discussions, evaluate system designs, and ensure the delivery of high-quality software.
• Mentor junior engineers, fostering a culture of continuous learning and growth within the team.
• Identify areas for process improvement and propose innovative solutions that enhance the development cycle.


About the team

WWCP is the world leader in providing cost-optimal 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 optimal 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 full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
• Bachelor's degree in computer science or equivalent