Software Development Engineer, Customer Engagement Technology

Amazon's Customer Engagement Technology (CET) department is seeking a Software Development Engineer to join their innovative team. This role is part of a multi-year, large-scale enterprise software program focused on revolutionizing contact center systems. As part of the Global Product and Technology team, you'll work on next-generation routing systems leveraging Generative AI and Machine Learning to enhance customer support experiences.

The position sits within the Contact Center Management Systems team, responsible for managing every customer contact and ensuring efficient resolution through self-service or customer service associates. You'll be working on reducing customer effort by improving contact ingresses, optimizing routing experiences, and maintaining contact center configurations.

The role offers competitive compensation ranging from $129,300 to $223,600 based on location and experience, plus comprehensive benefits including medical, dental, vision coverage, 401(k), and parental leave options. You'll be working in an agile environment, collaborating with experienced Amazonians to design and implement innovative solutions in a large distributed computing environment.

Key responsibilities include owning contact center systems implementation, leveraging AI/ML technologies, collaborating on product design, and participating in on-call rotations. The ideal candidate should have 3+ years of professional software development experience and strong system design capabilities.

Amazon values diversity and inclusion, welcoming candidates with unique backgrounds and experiences. This role offers an opportunity to make a significant impact on customer service technology while working with cutting-edge technologies in a fast-paced, innovative environment. Join Amazon's customer-obsessed culture and help define the future of customer service technology.