Software Development Engineer, Customer Engagement Technology
Description For Software Development Engineer, Customer Engagement Technology
Amazon's Customer Engagement Technology (CET) team is at the forefront of transforming customer service through AI and Large Language Models (LLM). This role focuses on building and maintaining conversational AI systems that enhance customer service experiences at a global scale. As a Software Development Engineer, you'll work on developing multi-modal, multi-turn dialogue systems that handle customer issues across multiple languages.
The position involves creating sophisticated inference infrastructure for chatbots, implementing deployment pipelines, and designing ML services that orchestrate multiple models for coherent customer interactions. You'll be working with cutting-edge technologies in retrieval-augmented generation (RAG) systems and contributing to the development of systems that combine language models with external knowledge sources.
The role offers an opportunity to work with a diverse team of professionals, including Product Managers, UX designers, and Applied Scientists, in an environment that values innovation and customer obsession. You'll be responsible for enhancing observability mechanisms and maintaining dialogue states for continuous improvement of the systems.
Amazon offers competitive compensation, including a base salary range of $129,300 to $223,600 depending on location, plus comprehensive benefits including medical, dental, vision coverage, 401(k), and parental leave options. The company values diversity and inclusion, providing equal opportunities to all qualified candidates.
This position is perfect for someone passionate about applying machine learning and AI technologies to solve real-world customer service challenges at scale. You'll be part of a team that's pushing the boundaries of what's possible in conversational AI while maintaining a focus on delivering practical, customer-centric solutions.
Responsibilities For Software Development Engineer, Customer Engagement Technology
- Build and maintain inference infrastructure for conversational AI customer service chatbots
- Develop deployment pipelines for LLM models into production environments
- Design and implement ML inference service for model orchestration
- Integrate with cross-team services for retrieval-augmented generation systems
- Enhance observability and logging mechanisms
- Collaborate with Product Managers, UX designers, and Applied Scientists
Requirements For Software Development Engineer, Customer Engagement Technology
- 3+ years of non-internship professional software development experience
- 2+ years of non-internship design or architecture experience
- Experience programming with at least one software programming language
- Strong understanding of LLM domain
- Experience with model compression techniques, quantization, and efficient serving strategies
- Expertise in designing real-time inference services for large-scale conversational AI systems
Benefits For Software Development Engineer, Customer Engagement Technology
- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan
