Software Development Engineer Amazon Customer Service

We see our customers as invited guests to a party and we are the hosts. Its our job every day to make every important aspect of the customer experience a little bit better. Jeff Bezos Founder & CEO.

We didnt make Amazon a trilliondollar company our customers did and we want to ensure that our customers always have a positive experience that keeps them coming back to Amazon.

To help achieve this the Worldwide Defect Elimination (WWDE) team within Amazon Customer Service relentlessly focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. WWDE engineers solve complex problems and build scalable innovative solutions to help our customers navigate through issues and eliminate systemic defects to prevent future issues.

The Voice of Customer (VoC) team builds Amazons flagship suite of VoC products connecting thousands of internal employees with their customer experience (CX) data and insights. We leverage sophisticated Machine Learning (ML) models and Generative Artificial Intelligence (GenAI) to transform billions of unique customer interactions into simple and actionable CX opportunities. Our applications provide intuitive search and visualization capabilities for users to deep dive these opportunities and report on the CX health of their business.

Additionally we build automated realtime systems to identify systemic defects detect the root cause and route to accountable internal owners for resolution.

In 2025 our team has an exciting roadmap to:
centrally codify all customerreported issues and attribute rootcause and ownership through ML
expand GenAI capabilities within our tools to automate detection and investigation of customer defects
expand customer feedback coverage including multimodal support and selfservice onboarding and improve observability and measurement of the Amazon VoC mechanism (across our tools and federated dependencies).

Key job responsibilities
As a Software Development Engineer you will:
Design develop and maintain VoC backend systems and fullstack applications.
Work with ML science engineering and business partners to evolve VoC products and deliver innovative solutions to accelerate Amazons defect elimination efforts.
Develop scalable services for customer feedback analysis including data ingestion classification and insight generation.
Leverage advanced NLP machine learning and Large Language Models (LLM) to transform raw customer data into actionable intelligence.

Key focus areas include:
Distributed systems for highvolume data processing.
Implementing robust APIs for crossteam data integration.
Developing languageagnostic selfservice machine learning models
Optimizing system performance and costefficiency at scale. This involves engineering solutions for global scalability multilanguage support and seamless integration with Amazons existing infrastructure.

A day in the life
Amazon offers a full range of benefits that support you and eligible family members including domestic partners and their children. Benefits can vary by location the number of regularly scheduled hours you work length of employment and job status such as seasonal or temporary employment.

The benefits that generally apply to regular fulltime employees include:

* Medical Dental and Vision Coverage
* Maternity and Parental Leave Options
* Paid Time Off (PTO)
* 401(k) Plan

If you are not sure that every qualification on the list above describes you exactly wed still love to hear from you!

At Amazon we value people with unique backgrounds experiences and skillsets. If youre passionate about this role and want to make an impact on a global scale please apply


3 years of noninternship professional software development experience
3 years of noninternship design or architecture (design patterns reliability and scaling) of new and existing systems experience
Experience programming with at least one modern language such as Java C or C# including objectoriented design
Bachelors degree in computer science or equivalent

Masters degree in computer science or equivalent
Strong foundation in algorithms data structures OO and core Computer Science concepts
Experience with building highlyavailable and scalable distributed systems.
Solid understanding and work experience in building applications using AWS Services
Strong desire to build sense of ownership urgency and drive.
Demonstrated ability to achieve stretch goals in a highly innovative and fast paced environment.
Ability to work directly with scientists and business users to plan projects track timelines and turn the ambiguous into specific goals and targets
Ability to communicate with both technical and business stakeholders.
Ability to handle changing priorities and manage multiple initiatives simultaneously

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race national origin gender gender identity sexual orientation protected veteran status disability age 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $129300/year in our lowest geographic market up to $223600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon payments and other forms of compensation may be provided as part of a total compensation package in addition to a full range of medical financial and/or other benefits. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.