Software Dev Engineer , Customer Service Technologies

Key job responsibilities

• Lead the design, architecture, and delivery of an AI-native observability and incident management service serving Amazon's global Customer Service network
• Build and develop a high-performing engineering team by assisting in hiring and mentoring software development engineers
• Architect real-time signal detection and observability systems that continuously monitor network health, identifying risks and anomalies before customer impact
• Deliver autonomous incident response and recovery capabilities that replace manual, fragmented processes with intelligent, real-time intervention
• Partner with Applied Science teams to develop and integrate ML models for anomaly detection, predictive alerting, and closed-loop learning workflows
• Drive technical roadmap execution from proof-of-concept through production, balancing speed of delivery with long-term architectural quality
• Collaborate cross-functionally across Network Solutions and partner teams to integrate platform capabilities into the broader CS ecosystem
• Establish operational excellence practices for production services, including on-call, incident response, and continuous improvement mechanisms

About The Team

Network Solutions is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. The Network Control Center is a new initiative within Network Solutions focused on ensuring network health and reliability through continuous observability, situational awareness, and proactive intervention — leveraging AI to monitor, interpret, and act on risks to customer journeys across all channels.

Basic Qualifications

• 5+ years of non-internship professional software development experience
• 5+ years of programming with at least one software programming language experience
• 5+ years of leading design or architecture (design patterns, reliability and scaling) of new and existing systems experience
• Experience as a mentor, tech lead or leading an engineering team

Preferred Qualifications

• 5+ 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