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Description

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!

We are part of the Worldwide Capacity Planning(WWCP) organization that enables end-to-end customer service workforce planning. WWCP’s North Star vision is to define and deliver timely human-assisted support to Amazon customers under contact demand and Labor supply volatility and optimizing the Customer Service (CS) network for customer experience, associate experience, and cost. To turn this vision into reality, we are investing heavily on a digital transformative journey developing a product called "Vibe," that will make capacity planning hands-off-the-wheel experience leveraging scientific methodologies and optimization techniques. Our ultimate objective is to establish a comprehensive, fully automated system capable of generating optimal plans on a massive scale. It will adapt seamlessly to fluctuations in supply and demand while maintaining our service-level (SL) goals. In addition to planning, Vibe will continuously monitor and manage real-time network performance, swiftly identifying emerging supply-demand gaps and ensuring the efficient utilization of flexible capacity through real-time network re-balancing.

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!

Key job responsibilities

• As a principal engineer you will own the technical strategy, contribute to design and development, of significant architecture, frameworks, and components.

• Provide the technical expertise and contribute ideas and insights for developing highly complex science models to generate optimal capacity plans on a massive scale.

• Spearhead the integration of GEN AI capabilities into our systems. You will be responsible for leading the architectural design and development efforts to incorporate GEN AI functionalities seamlessly.

• Exert technical influence over multiple teams, helping resolving conflicts, increasing their productivity and effectiveness by sharing deep knowledge and experience. You will be expected to influence not just the tech teams but also the business, product and operations teams.

• Provide end-to-end architectural / mentoring cover to 100+ engineers, research scientists, data engineers across multiple teams to ensure a cohesive delivery towards larger business objective and tech strategy.

• Serve as a trusted technical advisor to Senior Managers, Directors and VPs, influencing planning strategy and trade-offs.

• PE will help WWCP to achieve its aim of scaling the Capacity Planning product beyond Amazon WWCS, providing cost-effective supply plans for any organization in Amazon based on demand.

We are open to hiring candidates to work out of one of the following locations:

Hyderabad, TS, IND

Basic Qualifications

• Bachelor's degree

• 10+ years of non-internship professional software development experience

Preferred Qualifications

• Experience designing and building large-scale systems in a multi-tiered, distributed environment (Service Oriented Architecture)