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 Technologies (CET) department. CET owns the technology to support and enhance our customer service operations network through our Self-Service and Automation features, Customer Relationship Management (CRM), contact center infrastructure, and various client applications. We focus on robust architecture, world-class UX, and leveraging 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 - 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 the implementation 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). - Leverage 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. - Apply development methodologies such as SCRUM, test-driven development, and continuous deployment. - Deliver projects within 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 the prioritization of projects, and ensure alignment with shared business objectives. 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!

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 by 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 - Experience programming with at least one software programming language - 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 PREFERRED QUALIFICATIONS - Bachelor's degree or equivalent - 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience 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. Apply Job!