Software Development Engineer, Customer Engagement Technologies

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, 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:

• 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.
• Collaborate with experienced cross-disciplinary Amazonians to conceive, design, and bring innovative products and services to market.
• Design and build innovative technologies in a large distributed computing environment, and help lead fundamental changes in the industry.
• Ability to design and code the right solutions starting with broadly defined problems.
• Work in an agile environment to deliver high-quality software.
• On-call rotation to support the services owned by the Software team
• Peer code reviews

This role sits on a team within CET focused on Contact Center Management Systems. We are responsible for every customer contact, ensuring customers can either resolve via self-service (e.g., Chatbot) or connected with a customer service associate. Ultimately, we reduce customer effort by improving the discoverability of customer ingresses, creating a contact experience that effectively routes the customers to the quickest resolution, as well as maintaining the overall CS contact center configurations.