Software Development Engineer, Customer Engagement Technology

Contact Handling Experience (CHEX) team within Customer Engagement Technology (CET) focuses on building scalable platforms, robust architecture, and world class user experience (UX) for the thousands of associates that use our products in many marketplaces each day. We also invest in experimentation and leverage our big data to drive insights involving Machine Learning (ML) techniques to identify new and inventive ways to build and improve experiences for customer service.

We’re looking for a Software Development Engineer (SDE) to join the CET team within Amazon Customer Service (CS).

Come join a creative team of engineers dedicated to building a hub of customer obsession at Amazon.

Key job responsibilities
- Take ownership of software design, documentation, development, engineering approaches, delivery and support of services we build.
- Collaborate with leaders, work backwards from customer needs, identify problems, propose innovative solutions, relentlessly raise standards, to enable our Customer Service Associates (CSAs) in making a positive impact on hundreds of millions of customers.
- Collaborate with team members to define the next generation of CS in partnership with Amazon Web Services technology teams.
- Build exciting features and new services to empower our CSAs at scale.

A day in the life
- Develop end-to-end solutions to support Customer Service associates.
- Use and develop tools, services, and processes that collect and rationalize data from different sources.
- Participate in an on-call rotation with your team to support the software developed.
- Identify and troubleshoot recurring platform issues with effective escalation to senior-level engineering teams.
- Contribute to documentation, process, and procedures.

About the team
The mission of the CHEX team within CS is to create Earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams in developing experimentation & observability products for contact handling experience.- 3+ years of non-internship professional software development experience
- 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- Experience programming with at least one software programming language- 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
- Experience programming with at least one modern language such as Java, C++, or C# including object-oriented design, or experience in machine learning, data mining, information retrieval, statistics or natural language processing
- Bachelor's degree in computer science or equivalent

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $129,300/year in our lowest geographic market up to $223,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.