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. 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 Software Development Engineer (SDE2) 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 own the design, implementation, and delivery of software that enables these capabilities. You will build distributed systems that plan autonomously, simulate scenarios to evaluate tradeoffs, and optimize resource allocation across the network — directly shaping how millions of customers experience Amazon's support.

Key job responsibilities
Scope & Software Design: You deliver software features and improvements to major portions of your team's software — spanning new development, refactoring, and deprecation. You design solutions that enable recent capabilities or improve existing systems, aligned with your team's long-term architectural strategy. You work with customers and stakeholders to understand business value and ensure you deliver the right solutions. You document how your team'

📌 Software Dev Engineer II, Planning Intelligence (Hyderabad)
🏢 Amazon
📍 Hyderabad