Software Development Engineer, Specialist AI Tooling, Specialist Technology Team

Amazon; New York (NY); On-site; USD 180,000 - 240,000; Full time

Job summary

Amazon AWS is hiring a Software Development Engineer for the Specialist AI Tooling team. You will design, build, and operate AI-powered components that power learning agents, expert routing, and community platforms used by thousands of AWS field specialists daily.

The role focuses on production GenAI features, knowledge graphs, multi-agent orchestration, and retrieval-augmented generation at AWS scale. Join a fast-moving, high-impact environment where you collaborate with product, science, and

Job description

Description

AWS Specialist Technology Team (STT) is seeking a Software Development Engineer to join the Specialist AI Tooling engineering team - the group building AI-native, agentic solutions that are fundamentally transforming how thousands of AWS technical specialists and field team members develop expertise, get matched to customer engagements, and how AWS service teams consume customer feedback at scale. If you want to build production agentic AI systems that impact thousands of users daily - not research prototypes, but real AI agents solving real problems - this is the role for you.

You will design, build, and operate core components across four interconnected products that collectively power the intelligence layer of AWS's specialist ecosystem:

• AWS Learning Agent - A new generative AI-powered, agentic learning system that replaces static training paths with personalized, cross-domain skill development for every builder in the AWS technical field. Powered by a structured skill graph, persistent learner profiles, and the Specialist Knowledge Vault, the Learning Agent delivers adaptive learning journeys via a custom console, in Kiro, Claude, Quick and wherever builders work.
• Intelligent Routing Agent - A new AI-driven routing engine that matches 136K+ annual specialist requests to verified domain experts using validated skill profiles rather than manually maintained lists - reducing resolution time (currently 7.72 days) and enabling precision matching at scale.
• Technical Field Community (TFC) Hub - The platform powering 46 Technical Field Communities, managing member engagement, competency tracking, learning path orchestration, and community-driven content curation across AWS's specialist network.
• Service 360 - A GenAI summarization and prioritization engine that aggregates customer feedback signals (PFRs, SpecReqs, SFDC Opportunity data) into categorized, prioritized service recommendations - automating what was previously a manual closed-loop feedback process to influence the roadmap for AWS public service teams.

This is a high-impact, AI-first engineering role where you will build agentic systems, ship production GenAI features, and solve hard problems at the intersection of knowledge graphs, multi-agent orchestration, LLM-powered personalization, and retrieval-augmented generation - all at AWS scale, using the very AI services AWS builds for its customers.

Key job responsibilities

• Design and implement production agentic AI systems using LLMs, knowledge graphs, RAG, and multi-agent orchestration - delivering personalized learning paths and intelligent expert-matching to thousands of field members daily.
• Build and optimize GenAI-powered pipelines including summarization, content ranking, skill assessment, and intelligent routing - ensuring low latency, high quality, and cost efficiency at scale.
• Develop and iterate on prompt engineering strategies, evaluation frameworks, and guardrails for production LLM systems - ensuring quality, safety, and reliability.
• Implement embedding and retrieval strategies for a knowledge base optimizing how domain expertise is indexed, retrieved, and contextualized for agent consumption.
• Design and build scalable distributed systems and APIs that power the TFC Hub platform, serving thousands of community members across 46 technical domains.
• Drive operational excellence for production services - owning CI/CD, monitoring, alarming, on-call, and incident response for systems serving thousands of daily users.
• Contribute to technical strategy and architecture decisions, proactively identifying opportunities to improve system performance, reliability, and developer velocity.
• Collaborate with Product Management, Science, and field stakeholders to translate ambiguous customer problems into well-scoped technical solutions.

About the team

You will be joining a high-growth engineering organization that is at the forefront of applying generative AI and agentic technologies to transform how AWS field teams operate. The pace of innovation is high, the problems are ambiguous, and the impact is measured across thousands of field team members and the customers they serve. This role offers the opportunity to shape how teams consume and act on AI-powered tools - building systems from the ground up that define the future of specialist expertise at AWS

About AWS

Diverse Experiences

AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS?

Amazon Web Services (AWS) is the world's most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating - that's why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Inclusive Team Culture

Here at AWS, it's in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.

Mentorship & Career Growth

We're continuously raising our performance bar as we strive to become Earth’s Best Employer. That's why you'll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

Work/Life Balance

We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there's nothing we can’t achieve in the cloud.