Machine Learning Engineer, Amazon Customer Service

Amazon • Toronto, ON

51d • CA$114,800 - CA$191,800 • Onsite

About The Position

Amazon Customer Service is transforming how we deliver exceptional experiences to millions of customers worldwide, and we're seeking a Machine Learning Engineer to help build the next generation of intelligent solutions. You'll build Generative AI solutions to fulfill Amazon's mission to be Earth's most customer-centric company. Your work will empower leaders to take data-driven actions and give associates clear visibility into their personal impact on customer experience. You'll design, implement and scale production systems that empower associates and team managers to deliver their best work every day. This is an opportunity to work on systems that operate at Amazon scale, processing vast amounts of data and translating complex signals into actionable information for stakeholders ranging from frontline associates to senior leadership. You'll build components that balance sophisticated analytics with intuitive user experiences, ensuring that insights are accessible and actionable for users with varying technical backgrounds. Your work will directly influence how we develop talent, recognize excellence, and continuously raise the bar for customer service quality across the organization.

Requirements

• 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

Nice To Haves

• 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
• Experience with full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations
• Experience in debugging, profiling, and implementing software engineering best practices in large-scale systems
• Experience with Machine Learning and Large Language Model fundamentals, including prompt engineering, model evaluation, and integration of AI services into production applications

Responsibilities

• Apply generative AI techniques to surface meaningful patterns and personalized insights
• Build components within scalable architectures that process customer interaction data
• Design and deliver features end-to-end, from technical design through production deployment and operational support
• Contribute to architectural decisions that balance innovation with operational excellence
• Participate actively in code reviews, raising the quality bar for yourself and your teammates
• Write clear technical documents including design proposals, operational runbooks, and post-incident reviews
• Integrate emerging technologies, particularly generative AI and large language models, into production systems with guidance from senior engineers
• Design and implement APIs and data models that support extensibility and long-term growth
• Build monitoring and alerting to ensure the reliability of the systems you own
• Collaborate with product managers, UX designers, and business stakeholders to translate requirements into well-scoped technical solutions
• Identify and drive improvements to engineering processes, tooling, and operational practices within the team

Benefits

• health insurance (medical, dental, vision, prescription, basic life & AD&D insurance)
• Registered Retirement Savings Plan (RRSP)
• Deferred Profit Sharing Plan (DPSP)
• paid time off
• other resources to improve health and well-being

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level