Software Development Engineer , Customer Engagement Technology

Software Development Engineer, Customer Engagement Technology

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, CRM, contact center infrastructure, 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 contact routing for Amazon Customer Service, providing a seamless customer support experience and ensuring issues are resolved during the first interaction.

Key job responsibilities

1. Own the implementation and delivery of contact center systems built on top of our next-generation routing system, leveraging the power of Generative AI (GenAI) and Machine Learning (ML) for improved intents and routing signals, and preserving customer contact journey data.
2. Collaborate with experienced cross-disciplinary Amazonians to conceive, design, and bring innovative products and services to market.
3. Design and build innovative technologies in a large distributed computing environment, and help lead fundamental changes in the industry.
4. Ability to design and code the right solutions starting with broadly defined problems.
5. Work in an agile environment to deliver high-quality software.
6. On-call rotation to support the services owned by the Software team.
7. Peer code reviews.

A day in the life

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)

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

This role sits on a team within CET focused on Contact Center Management Systems. We are responsible for all customer contacts, ensuring customers can either resolve their issues via self-service (e.g., Chatbot) or be connected with a customer service associate. The team aims to reduce customer effort by improving the discoverability of customer access points, creating a contact experience that effectively routes customers to the quickest resolution, as well as maintaining the overall CS contact center configurations. We ensure quick issue resolution on the first contact by investing in foundational technologies to capture and persist routing signals.

BASIC QUALIFICATIONS

1. 3+ years of non-internship professional software development experience
2. 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
3. Experience programming with at least one software programming language

PREFERRED QUALIFICATIONS

1. 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
2. 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, 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 this link for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary for this position ranges from $114,800/year up to $191,800/year. Salary is based on a number of factors 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. Applicants should apply via our internal or external career site.