Software Development Engineer, Self-Service and Automation Team, Amazon Customer Service

At Amazon we drive innovation and customer obsession into everything we do and this is especially true in the Customer Experience Products (CXP) department. CXP owns the technology to support and enhance our Customer Service Operations network through our Self Service and Automation features and various client applications. We focus on robust architecture world class UX and leverage Gen-AI technologies to drive insights and solutions through a myriad of applications.

We are looking for a Software Development Engineer II to be part of a Global Product and Technology team whose innovations and strategies will define the next generation of customer experience for Amazon Customer Service providing a seamless customer support experience globally and ensuring issues are resolved during the first interaction.

As our Technical Leader youll design and implement next-generation customer facing systems that harness the power of Large Language Models keeping us at the forefront of AI innovation. Youll have the unique opportunity to influence our technical direction collaborate with teams across the organization and drive the adoption of transformative AI solutions.

If youre passionate about emerging AI technologies and want to make a lasting impact on developer productivity at scale this role offers an exceptional platform to advance your expertise in one of techs most dynamic fields.

Key job responsibilities
- Design and develop scalable enterprise solutions and solve problems that have substantial risks and conflicting constraints along multiple dimensions
- Create frameworks and solutions that enable seamless integration of GenAI technologies into existing systems
- Collaborate with engineering and product teams to identify opportunities for automation and efficiency improvements
- Establish best practices and guidelines for code organisation clarity simplicity error handling and documentation.
- Drive innovation through technical demonstrations workshops and documentation
- Drive teams OE/ EE efforts and mentor fellow engineers on implementation strategies
- Make good tradeoffs between short-term delivery and long-term maintainability of your organisations architecture

About the team
The Self-Service Automation (SSA) team is a critical part of the Customer Experience Products (CXP) organisation. Our mission is to build convenient personalized and effective solutions that enable customers to resolve their issues simply and quickly.

We own the end-to-end contact experience across the retail website and mobile applications. Our goal is to empower customers to self-serve whenever possible while also equipping our agents with the tools and insights they need to provide exceptional support.

Some key focus areas for the SSA team include:

Developing intelligent self-service features that can resolve common customer inquiries without human assistance

Optimizing contact routing and triage to ensure customers are directed to the most appropriate support channel

Leveraging predictive analytics to anticipate customer needs and proactively offer solutions

Integrating automation seamlessly into the overall customer service experience


By driving innovation in these areas we aim to improve efficiency reduce costs and most importantly delight our customers through friction less personalized support. This is core to our mission within the broader CXP organization.

- 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
- 3 years of Video Games Industry (supporting title Development Release or Live Ops) experience
- Experience programming with at least one software programming language

- 3 years of full software development life cycle including coding standards code reviews source control management build processes testing and operations experience
- Bachelors degree in computer science or equivalent

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