CS Solutions Engineer

At Audible, we believe stories have the power to transform lives. It’s why we work with some of the world’s leading creators to produce and share audio storytelling with our millions of global listeners. We are dreamers and inventors who come from a wide range of backgrounds and experiences to empower and inspire each other. Imagine your future with us.

ABOUT THIS ROLE
As the CS Solutions Engineer, you will report directly to the Director of Customer Experience Solutions (CXS) within the Customer Care department. Your primary focus will be on creating technology-driven solutions that enhance both customer and agent experiences. You will manage critical customer service technologies, including call flows, intelligent routing solutions, and IVR self-service offerings.

As a Solutions Engineer, you will...
- Design and implement intelligent routing solutions and strategic contact routing frameworks across our customer service platforms
- Manage and optimize customer service call flows and IVR self-service offerings to enhance the customer experience
- Partner with engineering teams to integrate live recommendation engines and machine learning solutions into contact flows
- Analyze customer data and contact center metrics to drive data-informed improvements to our technology solutions
- Collaborate with cross-functional teams to identify and implement process improvements and strategic initiatives

ABOUT AUDIBLE
Audible is the leading producer and provider of audio storytelling. We spark listeners’ imaginations, offering immersive, cinematic experiences full of inspiration and insight to enrich our customers daily lives. We are a global company with an entrepreneurial spirit. We are dreamers and inventors who are passionate about the positive impact Audible can make for our customers and our neighbors. This spirit courses throughout Audible, supporting a culture of creativity and inclusion built on our People Principles and our mission to build more equitable communities in the cities we call home.- Bachelor's degree in Computer Science, Engineering, or related technical field
- 5+ years of experience in software engineering or solutions engineering
- Experience with contact center technologies and call flow management systems
- Experience with at least one programming language (Java, Python, or similar)
- Experience with cloud infrastructure and architecture- Experience with Amazon Connect or similar contact center platforms
- Knowledge of machine learning and recommendation systems
- Background in customer service technology implementations
- Strong analytical and problem-solving capabilities
- Experience leading technical projects in a customer service environment

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.