Syed Amir Kamal
Senior Software Development Manager @Amazon
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WORK HISTORY
Senior Software Development Manager @Amazon
Toronto, ON, CA
Built globally distributed teams spanning across key functions such as Agentic AI, AI/ML Ops, data services, peak operations management of high throughput (TPS) services. I lead initiative that spans across Amazon Science, business and operations teams to build paved road for AI transformation in Customer Service domain. I am building AI first end to end contact handling tools for customer contact handling workflows, solving issues of making diverse sources of telemetry, customer interactions and customer service SOP data as an asset to reduce ~1 million repeat contact annually. Groom AI Agents to Reduce customer handling time by 4 sec, reducing cost to serve by USD $6.4 million YoY.
EDUCATION
Visvesvaraya Technological University
BE, Comp Science
SKILLS
ABOUT SYED AMIR KAMAL
Turning AI possibilities into real solutions. Leading AI transformation strategy for one of the world\'s largest customer service organizations, which handles ∼2 billion contacts per annum.In addition to my core responsibilities, I serve as the Amazon Toronto Site Leader and lead AZ-Garage, an internal \'startup incubator\' that drives rapid experimentation and innovation in the areas of technology, customer experience, and software builders\' productivity improvements.I transitioned into this role after successfully building Amazon Healthcare Services in emerging markets, where I led panels of senior tech leaders to extend the best of Amazon\'s existing retail technologies in deep learning, search, checkout, and data privacy to healthcare. This effort saved $15 million USD in development costs, achieved a 4x reduction in time to market, and successfully scaled to handle AI-based healthcare services at internet scale.
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