Software Dev Engineer , Amazon Customer Service

Amazon is Earths most customer-centric company broadly recognized as #1 in Amazon Customer Service (CS) both in the US and abroad. We drive innovation and customer obsession into everything we do from intuitive self-service experiences to high-quality associate support when customers need us most. Come build the future of customer service.

The Associate Engineering team plays a critical role in this mission. We empower associates to solve customer problems with confidence giving them intelligent tools actionable insights and systems that analyze customer interactions all working to set new standards for service excellence.

We are building the next generation of Agentic AI and Generative AI experiences for customers and associates where technology amplifies human connection reduces friction and delivers seamless consistent and personalized interactions at global scale.

Were seeking an innovative customer-obsessed Software Development Engineer with a high degree of ownership to help design build and scale these foundational platforms.

Key job responsibilities
- Design and build scalable secure and reliable distributed services (full stack) that support global customer and associate experiences.

- Develop Agentic AI and Generative AIpowered capabilities that help associates make better decisions and automate repetitive workflows

- Deliver high-quality software by writing well-tested maintainable code and contributing to design and code reviews.

- Work with Product UX Data Science and BI partners to translate requirements into customer-focused engineering solutions.

- Operate services in production contributing to monitoring troubleshooting and continuous improvement of performance reliability and availability.

- Use operational metrics and customer insights to identify opportunities validate solutions and improve system performance and experience quality.

A day in the life
In this role your day will center around designing and building systems that power associate tools and AI-driven experiences. Youll spend much of your time writing code reviewing technical approaches with teammates and evolving services that support real-world customer support workflows at scale.

Youll work closely with product and design partners to explore where Generative AI and agent-style automation can simplify workflows reduce repetitive steps and make guidance more intuitive for users. Some days youll prototype new AI-powered capabilities or experiment with new architectural patterns and other days youll dive deep into reliability performance and system behavior in production.

Youll also stay connected to how your systems are used reviewing usage signals observing workflows and learning directly from the people who rely on the tools you build. When you see opportunities to invent simplify or optimize a solution youll iterate and improve it and youll see the impact of your work directly in real customer-support scenarios.

About the team
Were a team of builders and innovators who genuinely love what we do. We move fast experiment boldly and have a lot of fun turning big ideas into real impact. Ours is a culture of psychological safety where curiosity is rewarded and questions are welcomed. We take real ownership of what we build and hold a high bar for one another always sharpening our craft sharing what we learn and pushing each other to grow. From AI-powered tools to systems that turn millions of customer interactions into real insight the problems we tackle are big technical and genuinely meaningful. And at the heart of it all is a deep obsession with delighting the customer associates and the millions of customers who count on us.

- 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
- Bachelors degree in Computer Science Engineering Mathematics or a related field
- Knowledge of professional software engineering & best practices for full software development life cycle including coding standards software architectures code reviews source control management continuous deployments testing and operational excellence

- 3 years of full software development life cycle including coding standards code reviews source control management build processes testing and operations experience
- Masters degree in computer science or equivalent
- Knowledge of Machine Learning and LLM fundamentals including transformer architecture training/inference lifecycles and optimization techniques

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. As a total compensation company Amazons package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon offers comprehensive benefits including health insurance (medical dental vision prescription basic life & AD&D insurance) Registered Retirement Savings Plan (RRSP) Deferred Profit Sharing Plan (DPSP) paid time off and other resources to improve health and well-being. We thank all applicants for their interest however only those interviewed will be advised as to hiring status.

CAN ON Toronto - 114800.00 - 191800.00 CAD annually