Amazon Customer Service supports customers around the world through one of the world’s largest and most diverse customer service workforces. As AI fundamentally changes how customer service work is performed, it also creates an opportunity to reinvent how associates learn, develop their capabilities, receive coaching, and continuously improve.

The Associate Development team is building the next generation of learning, coaching and performance experiences for Amazon Customer Service Associates. We are looking for a Software Development Engineer to help build these systems from the ground up.
This is a highly greenfield opportunity. Rather than digitizing traditional training and coaching processes, we are rethinking how associate development should work in an AI-native world. What does an associate need to learn before doing a job? What can they learn through experience? What should AI provide in the flow of work? How can we understand an associate’s evolving capabilities and use that understanding to personalize development? How can generative AI help provide timely,



relevant and effective coaching at the scale of a global workforce?
Imagine systems that continuously learn from an associate’s experience and outcomes, identify where they would benefit from development, and deliver personalized learning or AI-powered coaching. The outcomes of those interventions can then become current evidence about the associate, creating a closed loop that gets smarter over time.

As an SDE on this team, you will help define and build the technical foundations that make this possible. You will work on problems spanning generative AI, personalization, intelligent recommendations, learning and coaching systems, experimentation, data and distributed systems. You will have the opportunity to influence architecture at an early stage rather than inherit a predetermined technical solution.
You will partner closely with Product, Science, UX and engineering teams across Amazon to turn ambiguou

📌 Sr. Software Development Engineer (Hyderabad)
🏢 Amazon
📍 Hyderabad