Software Development Engineer, Amazon Customer Service

Amazon. com is broadly recognized as #1 in Customer Service in the US and abroad. At Amazon we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Engagement Technologies (CET) department. CET owns the technology to support and enhance our Customer Service Operations network through our Self Service and Automation features, and various client applications. We focus on robust architecture, world class UX, and leverage our Big Data to drive insights and solutions through a myriad of applications. CET is looking for a Software Development Engineer (SDE) to work on a multi-year, large-scale, enterprise software program. You will be part of a Global Product and Technology team whose innovations and strategies will define the next generation of customer experience for Amazon Customer Service, providing a seamless customer support experience globally and ensuring issues are resolved during the first interaction. We also invest in experimentation to identify new and inventive ways to build chat and voice experiences for Amazon customer service (CS).

Key job responsibilities
As a Software Development Engineer on this team, you will collaborate with senior software engineers to enhance our technology and design, while developing innovative services that enable our organization to launch Customer Service Chat, Voice, and Help product features. You will also be responsible for the global expansion of these services, including implementing instrumentation to monitor metrics and ensure high-quality outcomes. Your solutions will aim to deliver an unparalleled customer service experience by leveraging next-generation engineering and machine learning systems. This includes harnessing the power of Generative AI (GenAI) for enhanced issue understanding and automated resolutions, as well as guided workflows. In this role, you will collaborate with business partners and leadership, contribute to shaping the product vision, and take the lead in designing robust systems. At Amazon, customer obsession is at the core of what we do. We value your creativity, initiative, and ability to innovate and deliver results as we strive to continuously improve the customer experience.

A day in the life
As a Software Development Engineer in CET, you will take the lead on building innovative solutions to enhance customer experience and address issues or limitations of existing systems. You will also collaborate with Product managers, leadership to contribute in shaping the product vision, and take the lead in designing robust systems. You are required to show great deep dive, bias for action and insist on the highest standards to deliver results. - 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