Software Development Engineer, Amazon Customer Service
About the role
Amazon's Customer Service (CS) organization is one of the largest customer service organizations in the world, providing world-class support to customers 24/7 in over 22 languages. The Network Solutions org within CS is inventing the service network of the future, building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality.
The Journey Management (JM) Team within Network Solutions 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 Product and Technology team whose innovations and strategies for AI/ML powered CS Match quality and flywheel will continuously drive optimal customer experience ensuring issues are resolved during the first interaction.
This is a greenfield initiative with the opportunity to build 0 -> 1. You will be part of the team owning implementation and delivery of the Customer Associate Match Accuracy and Quality Engine leveraging the power of Generative AI (GenAI) and Machine Learning Models for assessing and detecting Customer Associate Match. You will work cross functionally with partners to take the product from concept to customer release while managing one of the world's largest and most complex customer service organizations.
Key job responsibilities
- 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
- Design and code the right solutions starting with broadly defined problems
- Work in an agile environment to deliver high-quality software
- Participate in on-call rotation to support the services owned by the Software team
- Participate in peer code reviews
A day in the life
You will be identifying and prioritizing features required to scale CS Network Solutions products on a cloud-based infrastructure, allowing customers to have their needs better understood and engage with CS without language barriers.
About the team
You will be part of a Global Product and Technology team whose innovations and strategies will influence what we build and how we manage our global contact centers. You will partner with teams of Software Development Engineers and Technical Program Managers to execute and iterate to meet the needs of customers who contact Amazon CS.
Basic qualifications
- 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
- 1+ years of designing and developing large-scale, multi-tiered, multi-threaded, embedded or distributed software applications, tools, systems, and services using C#, C++, Java, or Perl
- 1+ years of Object Oriented Design experience
- Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field
Preferred qualifications
- 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
Pay
The base salary range for this position is $143,700.00 - $194,400.00 USD annually in Seattle, WA. Your package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.
Benefits
- Health insurance (medical, dental, vision, prescription)
- Basic Life & AD&D insurance with option for Supplemental life plans
- Employee Assistance Program (EAP)
- Mental Health Support
- Medical Advice Line
- Flexible Spending Accounts
- Adoption and Surrogacy Reimbursement coverage
- 401(k) matching
- Paid time off
- Parental leave