Software Development Engineer, Amazon Customer Service

Amazon's Worldwide Defect Elimination (WWDE) team within Customer Service is seeking a Software Development Engineer to join their Voice of Customer (VoC) team. This role focuses on building Amazon's flagship suite of VoC products that connect internal employees with customer experience data and insights.

The team leverages Machine Learning models and Generative AI to transform billions of customer interactions into actionable insights. They build systems that identify systemic defects, detect root causes, and route issues to appropriate owners for resolution.

Key responsibilities include:

• Designing and developing VoC back-end systems and full-stack applications
• Working with ML science teams and business partners
• Developing scalable services for customer feedback analysis
• Implementing advanced NLP, ML, and LLM solutions

The team's 2025 roadmap includes:

• Codifying customer-reported issues with automated root-cause detection
• Expanding GenAI capabilities for defect detection
• Improving customer feedback coverage
• Enhancing observability of Amazon's VoC mechanism

The role requires expertise in distributed systems, API development, machine learning implementation, and system optimization at scale. You'll work in a fast-paced environment focused on delivering innovative solutions to improve customer experience.

Amazon offers comprehensive benefits including:

• Medical, Dental, and Vision Coverage
• Parental Leave
• PTO
• 401(k) Plan

The position offers competitive compensation based on location and experience, with opportunities for equity and additional benefits.