Software Development Engineer, Amazon Customer Service
About the role
The Amazon Customer Service (CS) organization is at the forefront of customer experience – seeking to delight our customers in every interaction they have, whether through self‑serve technology and tools (e.g., chatbots), or by interacting directly with our associates. The Associate Experience (AE) team is seeking a talented Software Development Engineer to help shape the future of CS through innovative technology solutions. In this role you will leverage industry‑leading technologies, including AI, to create products that directly impact Customer Service Associates (CSAs) and Amazon customers, building AI‑powered solutions that detect and resolve customer issues with unprecedented efficiency and accuracy.
Responsibilities
- Design and develop software solutions that enable Amazon's Customer Service Associates (CSAs) to deliver exceptional customer experiences, focusing on operational excellence.
- Contribute to the full software development lifecycle: scoping, design, coding, testing, deployment, and maintenance.
- Participate in code reviews and provide meaningful feedback.
- Create and optimize AI‑powered solutions that detect and resolve customer issues, continuously innovating on behalf of customers.
- Collaborate closely with product, UX, and operations stakeholders to understand business and customer value, ensuring delivery of the right solutions while building trust.
- Mentor junior engineers and contribute to technical roadmaps that balance new feature development with operational improvements.
A day in the life
- Balance hands‑on development with technical leadership that shapes Amazon’s customer‑centric service experience.
- Design and implement software solutions in partnership with cross‑functional teams.
- Participate in code reviews and technical discussions that drive operational excellence.
- Leverage AI technologies to create innovative products.
- Analyze telemetry data to identify improvement opportunities.
- Work closely with stakeholders to ensure solutions effectively address their needs.
About the team
The Associate Experience (AE) team develops products to support Amazon's Customer Service Associates (CSAs) in delivering Earth's most customer‑centric service. Working backwards from CSAs as primary customers, the team builds effortless solutions to handle and resolve customer contacts while providing insights that delight customers with each interaction. The team pioneers AI‑native development, creating AI‑powered solutions that detect and resolve issues efficiently, and fosters an environment of innovation, collaboration, and meaningful impact.
Basic qualifications
- 3+ years of non‑internship professional software development experience.
- 1+ years of non‑internship design or architecture experience (design patterns, reliability, scaling) of new and existing systems.
- Experience programming with at least one software programming language.
Preferred qualifications
- 3+ years of full software development life cycle experience, including coding standards, code reviews, source control management, build processes, testing, and operations.
- Experience programming with at least one modern language such as Java, C++, or C# with 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.
Compensation
Base salary range: $143,700.00 – $194,400.00 USD annually. The package includes sign‑on payments and restricted stock units (RSUs). Final compensation is determined based on experience, qualifications, and location.
Benefits
- Comprehensive health insurance (medical, dental, vision, prescription).
- Basic Life & AD&D insurance with optional supplemental life plans.
- Employee Assistance Program (EAP) and mental health support.
- Medical Advice Line.
- Flexible Spending Accounts.
- Adoption and surrogacy reimbursement coverage.
- 401(k) matching.
- Paid time off and parental leave.