Join us in building Reflex, the agentic incident-response platform for Amazon's fulfillment network. You'll design and ship production software and AI agents on Amazon Bedrock AgentCore that triage high-severity incidents, generate real-time call intelligence, draft stakeholder communications, and produce structured post-incident records, shifting incident response from a manual, pull-based model to an intelligent, push-based one.
Amazon's network of fulfillment centers is the infrastructure that Amazon Robotics runs on. When it degrades, robots stop and packages stop moving. The team manages thousands of high-severity incidents every year, with Incident Managers assembling context across many systems under time pressure before resolution work can even begin. The software you build puts that context in front of responders in seconds and removes the repetitive work that extends incidents today. You'll design the data, evaluation, and feedback mechanisms that make the system measurably better with every incident it touches.
This role sits on a software team within Operations Infrastructure Services (OIS), part of Amazon Robotics. You'll stay close to live operations through incident reviews, workflow observation, and call shadowing, and turn what you learn into durable software. Reflex is the immediate focus; as it matures, the same foundations are expected to extend toward shared incident context across organizations, coordinated agent workflows, and carefully guarded automation of recovery validation and repeatable response actions, with every step gated by measurable confidence.
Key job responsibilities
- Design, build, test, deploy, and operate production services and AI agents on AWS (Amazon Bedrock AgentCore, serverless compute, event-driven pipelines) that automate incident triage, call intelligence, communications, and post-incident documentation and reporting
- Own features end-to-end: from discovery with Incident Managers and resolver teams, through design, implementation, evaluation, deployment, and production operation
- Build the foundations that gate agent autonomy: LLM output evaluation, observability and alerting for agents in production, and identity and access controls aligned with Amazon standards
- Design the feedback loops through which agents learn: capturing human reviews, corrections, approvals, and incident outcomes as evaluation signal, and turning resolved incidents into structured history that improves recommendations over time
- Integrate with the incident lifecycle (ticketing, chat, telemetry, detection feeds, and live call transcription) and model consistent incident state across those systems
- Raise the bar on software quality, security, testing, and operational excellence for AI systems acting inside production incident workflows
A day in the life
You start by reviewing overnight agent evaluation results and fixing a class of inaccurate triage recommendations, shipping an improvement responders see on the next incident. Later, you pair with an Incident Manager to see how they corrected an agent-drafted call summary, then turn that correction into an automated evaluation case and an agent fix. You might close the day reviewing a design for representing incident state across source systems, or shadowing part of a live bridge call to spot where responders lose time. The operational insight you gather today becomes the software that shortens tomorrow's incident.
Amazon offers a full range of benefits to support you and eligible family members, including domestic partners and children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
About the team
We're a software engineering team within Operations Infrastructure Services, part of Amazon Robotics. We build incident-response software for major incident management and for the engineering and operations teams that keep Amazon's fulfillment infrastructure healthy. Our users work in high-pressure environments where missing context, unclear ownership, and repetitive manual work directly extend incidents, and we work backward from those problems.
