Software Development Engineer Customer Engagement Technology

is broadly recognized as #1 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 Technology (CET) department. CET owns the technology to support and enhance our Customer Service Operations network through our Self Service and Automation features CRM contact center infrastructure and various client applications. We focus on robust architecture world class 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
Own 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 (ML) for improved intents and routing signals and preserving customer contact journey data.

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
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)

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 Contact Center Management Systems. We are responsible for all customer contacts ensuring customers can either resolve their issues via selfservice (e.g. Chatbot) or be connected with a customer service associate. The team aims to reduce customer effort by improving the discoverability of customer access points creating a contact experience that effectively routes customers to the quickest resolution as well as maintaining the overall CS contact center configurations. We ensure 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 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.

The base salary for this position ranges from $114800/year up to $191800/year. Salary is based on a number of factors 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. Applicants should apply via our internal or external career site.