Software Development Engineer, Customer Engagement Technologies

Amazon's Customer Engagement Technologies (CET) department is seeking a Software Development Engineer to join their innovative team. This role focuses on developing next-generation contact center systems that leverage Generative AI and Machine Learning technologies. As part of the Contact Center Management Systems team, you'll be responsible for ensuring seamless customer support experiences and first-contact resolution.

The position offers an opportunity to work on large-scale, enterprise software programs that directly impact Amazon's world-renowned customer service operations. You'll be developing self-service features, CRM systems, and contact center infrastructure while working with cutting-edge technologies in a distributed computing environment.

The role combines technical expertise with customer-centric innovation, requiring strong software development skills and experience in system architecture. You'll collaborate with cross-disciplinary teams to design and implement solutions that enhance customer service operations through improved routing systems and automated features.

Key technologies include Generative AI and Machine Learning for intent recognition and routing optimization. The position involves working in an agile environment, participating in code reviews, and taking part in on-call rotations to support team services.

Amazon offers comprehensive benefits including medical, dental, and vision coverage, parental leave, 401(k), and equity opportunities. The total compensation package is competitive, ranging from $114,800 to $191,800 per year, plus additional benefits and potential sign-on payments.

This role is perfect for someone passionate about using technology to solve complex customer service challenges while working for a global leader in innovation. You'll be part of a team that's fundamentally changing the industry through technological advancement and customer-focused solutions.