Support Engineer IV, REX

Support Engineer IV

At Amazon, we're working to be the most customer-centric company on earth. WW Selling Partner Services (SPS) is focused on making Amazon the safest and most trusted company on earth for customers, brands, and selling partners and the best place to build a successful business. The Demand Planning & Workforce Intelligence (DPWI) team is building an AI-powered command center that transforms workforce management from reactive operations to intelligent orchestration. This transformation anticipates operational needs, automates resource allocation, and elevates support functions from tactical execution to strategic enablement. Within DPWI, The Routing Excellence (REX) team owns routing strategy and enablement for operations team. We serve as the strategic link between incoming demand and operational execution, using an intelligent routing framework to optimize case and task distribution. We put systemic guardrails, alarms and mechanisms in place to enable routing governance and health monitoring. REX deploys routing objects and manages configuration within Amazon Connect-Hybrid, Customer Relationship Management (CRM), Paragon, and Intelligent Routing. REX supports over 16k routing queues and 1k+ Intelligent routing rules. These queues and routing rules are configured to ensure each customer contact reaches the right agent in the most efficient way possible.

We are seeking a talented Support Engineer to join the REX Team, where you will design, develop, test, and continuously improve routing processes and infrastructure. In this role, you will collaborate across functions with Operations, Product Managers, Software Engineers, Business Analysts, Data Scientists, and Program Managers to deliver medium-to large-scale projects. You will analyze operational processes, develop technical requirements, and implement effective solutions through rule writing and tooling that leverages Amazon technology and services. As a Support Engineer IV, you'll have opportunities to embrace Agentic AI, ideate products from scratch and partner with tech teams to optimize workplan development, testing, and automation.

Key job responsibilities:

• Engage with operations, product, tech, and program stakeholders to document requirements, create functional specifications
• Serve as a Subject Matter Expert for Amazon's internal Routing tools and capabilities, serving as the technical point of contact for your team
• Demonstrate comprehensive understanding of various features and systems, including their impact on workplans and orchestration, ensuring all components integrate and function as designed
• Develop and implement robust mitigation strategies to identify potential risks and prevent operational disruptions, ensuring seamless workflow deployment and performance
• Demonstrate strong analytical capabilities to investigate technical product and operational issues, developing straightforward yet effective solutions
• Perform deep dives, conduct Root cause analysis & troubleshooting. Take ownership of documentation, system improvement by identifying gaps, enhancing existing mechanisms & Tools
• Partner proactively with various Technology teams to understand their roadmap and assess its impact on routing strategy and operations
• Contribute to the evolution of program technology by gaining deep insights into different implementation strategies across our proprietary tools, internal applications, and service architectures. Leverage this comprehensive understanding to implement effective bug fixes and system improvements
• Work on proactive detection mechanisms to report dip in performance by building efficient metrics/monitors/alarms using our in-house tools
• Build tools and automations to optimize the system, simplify processes