Software Development Engineer Customer Engagement Technology

Amazon is broadly recognized as number one in customer service in the US and abroad. At Amazon we drive innovation and customer obsession into everything we do and this is especially true in the Customer Engagement Technologies (CET) department. CET owns the technology to support and enhance our Customer Service Operations network through our selfservice and automation features CRM contact center infrastructure and various client applications.

We focus on robust architecture worldclass UX and leverage our big data to drive insights and solutions through a myriad of applications. CET is looking for a Software Development Engineer (SDE) to work on a multiyear largescale enterprise software program. You will be part of a Global Product and Technology team whose innovations and strategies will define the next generation of contact routing for Amazon Customer Service providing a seamless customer support experience and ensuring issues are resolved during the first interaction.

Key job responsibilities
As a Software Development Engineer in CET you will take part in the implementation and delivery of contact center systems built on top of our nextgeneration routing system. Leveraging the power of Generative AI (GenAI) and Machine Learning you will work on improved intents and routing signals and preserve customer contact journey data. You will work crossfunctionally with partners to take the product from concept to customer release while ensuring the highest level of quality for your deliverables managing one of the worlds largest and most complex customer service organizations.


Collaborate with experienced crossdisciplinary 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.
Ability to design and code the right solutions starting with broadly defined problems.
Work in an agile environment to deliver highquality software.
Oncall rotation to support the services owned by the Software team
Conduct Peer code reviews.

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:
1. Medical Dental and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 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!


About the team
This role sits on a team within CET focused on CS routing. We are responsible for every customer contact ensuring customers are connected to a customer service associate who is able to solve their issue on the first contact. Ultimately we reduce customer effort by improving the discoverability of customer entry points creating a contact experience that effectively identifies customers issues and preserves them across the customer journey for a seamless transition between automated and human support. The role ensures quick issue resolution on the first contact by investing in foundational technologies to capture and persist routing signals.

3 years of noninternship professional software development experience
2 years of noninternship design or architecture (design patterns reliability and scaling) of new and existing systems 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

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.