Machine Learning Engineer , Amazon Customer Service
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Key skills for this role
About the Role
Amazon Customer Service is seeking a Machine Learning Engineer to design and build robust, scalable AI/ML systems and infrastructure. You will architect end-to-end AI pipelines, develop generative AI solutions including LLMs and intelligent agents, and build AI platform infrastructure.
Key Skills for This Role
Responsibilities
- Design and implement enterprise scale AI/ML pipelines and model serving infrastructure ensuring optimal performance, reliability, and low latency inference
- Architect and build AI platform infrastructure supporting the complete model lifecycle from training environments to production deployment and monitoring
- Develop and deploy generative AI solutions including LLM based applications, RAG systems, AI agents, and intelligent automation workflows
- Build and optimize AI model serving systems for production use, including model compression, quantization, prompt engineering pipelines, and efficient serving strategies
- Develop and maintain robust AI governance frameworks implementing security controls, guardrails, responsible AI practices, and compliant data access patterns
- Drive technical architecture decisions and system design focusing on scalability, reliability, and performance of distributed AI/ML services
- Own end to end delivery of AI/ML solutions including design, implementation, experimentation, and verification of components
- Collaborate with cross functional teams including Product Managers, Applied Scientists, and Data Engineers to ensure successful delivery of AI solutions
Requirements
- 3+ years of contributing to new and current systems architecture and design (architecture, design patterns, reliability and scaling) experience
- Experience with Machine Learning and Large Language Model fundamentals, including architecture, training/inference lifecycles, and optimization of model execution
- Experience in machine learning, data mining, information retrieval, statistics or natural language processing
- 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience (preferred)
- Master's degree in computer science or equivalent (preferred)
- Experience in developing and deploying LLMs in production on GPUs, Neuron, TPU or other AI acceleration hardware (preferred)
Full Job Posting
Description
- We are looking for a Machine Learning Engineer on the Data Intelligence team which is part of Amazon Customer Service (CS) team.
- You will design and build robust, scalable AI/ML systems and infrastructure, architect end to end AI pipelines, and develop production grade AI services including generative AI, LLMs, and intelligent agent systems.
- You'll work with cross functional teams to create enterprise scale AI/ML systems that handle high volume inference workloads.
Key Job Responsibilities
- Design and implement enterprise scale AI/ML pipelines and model serving infrastructure.
- Architect and build AI platform infrastructure that supports the complete model lifecycle.
- Develop and deploy generative AI solutions, including LLM based applications, RAG systems, AI agents, and intelligent automation workflows.
- Build and optimize AI model serving systems for production use, including model compression, quantization, prompt engineering pipelines, and efficient serving strategies.
- Develop and maintain robust AI governance frameworks, implementing security controls, guardrails, responsible AI practices, and compliant data access patterns.
- Drive technical architecture decisions and system design, focusing on scalability, reliability, and performance of distributed AI/ML services.
- Own end to end delivery of AI/ML solutions, including design, implementation, experimentation, and verification of components.
- Collaborate with cross functional teams, including Product Managers, Applied Scientists, and Data Engineers.
A Day in the Life
- A typical day involves architecting and building robust AI/ML infrastructure and intelligent systems.
- You'll review model performance metrics, collaborate with Applied Scientists, and work with Product Managers to plan AI product features.
- You'll write and review code for AI/ML pipelines, generative AI applications, and model serving systems, while monitoring and optimizing existing AI services.
About the Team
- The Data Intelligence team is a new function within Customer Engagement Technology.
- We own the end to end process of defining, building, implementing, and monitoring a comprehensive data and AI strategy.
- We develop and apply Generative AI, LLMs, Computer Vision, ML, Knowledge Graphs, and NLP to customer service associate experiences and foundational technologies.
Basic Qualifications
- 3+ years of contributing to new and current systems architecture and design experience.
- Experience with Machine Learning and Large Language Model fundamentals.
- Experience in machine learning, data mining, information retrieval, statistics or natural language processing.
Preferred Qualifications
- 3+ years of full software development life cycle experience.
- Master's degree in computer science or equivalent.
- Experience in developing and deploying LLMs in production on GPUs, Neuron, TPU or other AI acceleration hardware.
Compensation
- The base salary range for this position is $114,800 $191,800 CAD annually.
- Amazon's package may include other elements such as sign on payments and restricted stock units (RSUs).
- Amazon offers comprehensive benefits including health insurance, RRSP, DPSP, paid time off, and other resources.
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