Software Development Engineer, Customer Engagement Technology

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, Customer relationship management (CRM), contact center infrastructure, and various client applications.

We are looking for Software Development Engineers (SDEs) to start a project with strategic significance and high exposure. We seek candidates who are results-oriented, data-driven, innovative, and passionate about creating new comprehensive customer engagement services/solutions.

Key job responsibilities
As a Software Development Engineer in CET, you will take part in 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 for improved intents and routing signals, and preserving customer contact journey data. You will work cross- functionally with partners to take the product from concept to customer release while ensuring the highest level of quality for your deliverables, managing one of the world's largest and most complex customer service organizations.

- 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.
- Work in an agile environment to deliver high-quality software.
- Use SCRUM, test-driven development, and continuous deployment to deliver projects based on realistic timelines and resource constraints.

A day in the life
In this role, you'll spend your day coding complex features and architecting scalable solutions. You'll regularly coordinate with Product, UX, and Operations partners, translating business requirements into technical specifications and ensuring alignment across teams. In this fast-paced environment, you'll balance multiple projects, conduct code reviews, and drive technical decisions while collaborating closely with cross-functional stakeholders.

About the team
The mission of the CET team within Customer Service 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 member of our tech team and will influence our science and engineering teams to deliver products based on generative AI.- 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
- 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.