About the position
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, CRM, contact center infrastructure, and various client applications. We focus on robust architecture, world-class UX, and leverage our big data to drive insights and solutions through a myriad of applications. CET is looking for a Software Development Engineer (SDE) to work on a multi-year, large-scale, enterprise software program. You will be part of a Global Product and Technology team whose innovations and strategies will define the next generation of contact routing for Amazon Customer Service, providing a seamless customer support experience and ensuring issues are resolved during the first interaction.
Responsibilities
- Own 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 (ML) for improved intents and routing signals, and preserving customer contact journey data.
- 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.
- Demonstrate the ability to design and code solutions starting from broadly defined problems.
- Work in an agile environment to deliver high-quality software.
- Participate in on-call rotations to support the services owned by the Software team.
- Conduct peer code reviews.
Requirements
- 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
Nice-to-haves
- 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
Benefits
- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- 401(k) Plan
