Software Development Engineer, Customer Engagement Technologies

- 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
- 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. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

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.
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).

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.

Key job responsibilities
As a SDE 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.

A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared 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!

About the team
We are a cross functional team that owns a centralized platform to provide a one-stop shop for enabling interactive text/voice/touch customer service solutions. Our platform leverages state-of-the-art technologies to power seamless end-to-end interactive experiences. Amazon verticals integrating with our platform can easily enable customized self-service solutions through simple API integration, while benefiting from built-in capabilities like metrics, monitoring, testing, debugging, and data archiving. Our team's vision is to streamline development efforts, reduce redundancies, and empower efficient creation of cutting-edge interactive customer service experiences across Amazon's product verticals.