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Description

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 Technology (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

• Collaborate with senior software engineers to enhance technology and design while developing innovative services.

• Develop services that enable vertical business units to launch Customer Service Landing Pages, Chat features, Voice capabilities, and Help product features.

• Lead the global expansion of services, including implementing instrumentation for metric monitoring and ensuring high-quality outcomes.

• Deliver unparalleled customer service experiences by leveraging next-generation engineering systems, machine learning systems, and Generative AI (GenAI).

• Utilize GenAI for enhanced issue understanding, automated resolutions, and guided workflows.

• Work closely with business partners and leadership to shape product vision and design robust systems.

• Employ development methodologies such as SCRUM, test-driven development, and continuous deployment.

• Deliver projects based on realistic timelines and resource constraints.

A day in the life

You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration, influence them to prioritize projects, and ensure they adhere to business plans aligned with shared objectives.

Benefits Summary:

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their 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

About the team

The mission of the CET team within Customer Service is to create Earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver Worldwide Self-Service Automation (SSA) products based on GenAI.

Basic Qualifications

• 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

Preferred Qualifications

• 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience

• Bachelor's degree in computer science or equivalent

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $129,300/year in our lowest geographic market up to $223,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.