AI & AWS Software Development Engineer , RingBlink CS Technology Enablement

The Ring and Blink Customer Service Engineering Services team is transforming how we serve thousands of customers through innovative AI solutions. Our team is building the future of customer service developing intelligent systems that provide timely proactive support while improving efficiency. Were looking for an experienced Software Development Engineer to design and deliver key components of our AI initiatives.

In this role youll design and implement critical features of our AI-powered customer service platform make key architectural decisions and help define technical approaches for automated support systems. Youll work across teams to develop scalable solutions that set new standards for AI-powered customer service.

Key job responsibilities
AI/ML Strategy & Innovation

Research and evaluate AWS AI services (Bedrock Amazon Q SageMaker Comprehend Lex Polly Transcribe) and Amazon Connect AI features for customer service applications

Leverage Amazon Connects AI capabilities including Contact Lens Customer Profiles Evaluations and QinC to build intelligent customer service solutions

Determine when to adopt emerging AI technologies and assess their impact on current and future solutions including integration with existing systems

Create proof of concepts and pilot programs to promote AI-driven automations and optimizations for technology and business processes

Collaborate with data science teams to productionize ML models and ensure smooth model lifecycle management using AWS compute infrastructure

Drive AI model performance optimization including monitoring A/B testing and continuous improvement initiatives

Technical Leadership

Own end-to-end technical design and implementation of major features within our AI initiatives and AWS infrastructure from initial concept through production deployment

Lead technical discussions and design reviews for new features ensuring alignment with business objectives and technical constraints

Build scalable secure reliable and cost-optimized solutions that integrate AWS compute services (EC2 ECS Fargate Lambda) and core offerings (VPC IAM CloudFormation) with AI technologies

Lead CS in leveraging Amazon Connect native offerings to replace custom coded solutions where appropriate

Define integration architecture and service definitions for interactions between systems

Balance customer needs with technical constraints to deliver optimal solutions that provide measurable business value

Infrastructure & Platform Management

Build robust scalable solutions for customer support automation that handle millions of interactions with sub-second response times

Drive continuous improvements in development and deployment processes including automated testing monitoring and deployment pipelines using AWS core services

Ensure high quality and reliability through comprehensive testing strategies performance monitoring and proactive system health management

Optimize system performance and costs through efficient resource utilization and architectural improvements across AWS services

Monitor and manage AWS infrastructure framework services roles keys permissions exceptions scaling and patches

Lead the evaluation and architecture to manage failover and recovery data replication scaling bottlenecks latency and security

Maximize Ring & Blink CSs ROI while minimizing cost through architectural optimization using both 1P and 3P systems

Cross-Functional Collaboration & Influence

Work with product and business teams to maintain current state architecture artifacts and build target state architectures for the product roadmap

Advise program management on technology/external dependencies for delivering new feature requests and help build work-back plans

Lead collaboration across diverse groups including engineering product security privacy legal and operations teams

Present technical solutions and recommendations to senior leadership and technical stakeholders

Security Compliance & Risk Management

Ensure CS is securing neighbor data by adhering to Amazons security privacy legal and operational standards

Work with Security and Privacy teams on getting directional buy-ins for solutions

Design security architecture and controls for AI/ML systems ensuring compliance with contact center regulations (PCI DSS HIPAA) and data privacy requirements

Implement security best practices for customer-facing AI applications and voice communications

Thought Leadership & Development

Conduct code reviews and provide technical mentoring to elevate team capabilities and maintain high code quality standards

Create reusable solutions and reference architectures that other engineers and Solutions Architects can leverage

Lead the development and delivery of technical content (white papers workshops presentations sample code)

Actively mentor and develop others sharing lessons learned and best practices

Participate in on-call rotations to ensure system reliability and rapid incident response

A day in the life
As an Engineer on this team your day revolves around shaping the future of customer service:

Design & Build: Implement core features of our AI-powered customer service platforms using cutting-edge machine learning and natural language processing technologies

Architect: Make critical architectural decisions that enable seamless integration of AI technologies with existing customer support infrastructure leveraging AWS offerings

Scale: Build robust scalable solutions for customer support automation using Amazon Connect and its AI capabilities that handle millions of interactions with sub-second response times

Optimize: Drive technical improvements across our AI systems including model performance optimization cost reduction and reliability enhancements using AWS core offerings

Collaborate: Guide and work with cross-functional teams including data scientists product managers and UX designers to promote engineering best practices

Support: Participate in on-call rotations to ensure system reliability and rapid incident response

Mentor: Conduct code reviews and provide technical mentoring to elevate team capabilities and maintain high code quality standards

About the team
The Ring and Blink CS Tech team owns and manages the customer support technology stack to provide and empower Rings & Blinks customer support associates to deliver exceptional service to our Neighbors (customers). Our vision is to be customer-inspired and technology-enabled to propel customer service towards new horizons transforming it into a scalable secure enterprise-grade infrastructure powered by AI and automation. Were evolving from reactive customer service to proactive AI-enhanced support experiences. We are committed to delivering neighbor and associate experiences that are unparalleled simplifying and streamlining business processes with intuitive interfaces via out-of-the-box low-code and innovative AI solutions. We focus on providing a seamless and effortless experience that revolutionizes customer service and boosts productivity.

- 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
- 1 years of software development engineer or related occupational experience
- 1 years of designing and developing large-scale multi-tiered multi-threaded embedded or distributed software applications tools systems and services using: C# C Java or Perl experience
- 1 years of Object Oriented Design experience
- Bachelors degree or foreign equivalent in Computer Science Engineering Mathematics or a related field
- Experience programming with at least one software programming language
- Experience with AWS technologies like Redshift S3 AWS Glue EMR Kinesis FireHose Lambda and IAM roles and permissions
- 1 years of Amazon or 2 years of contact center experience
- Experience managing a team of high calibre Software Engineers developing complex world class scalable software systems that have been successfully delivered to customers
- Strong proficiency in at least one object-oriented language (Java Python preferred) with deep understanding of software design principles
- Demonstrated experience designing and implementing large-scale software systems that serve high-traffic production workloads

- 3 years of full software development life cycle including coding standards code reviews source control management build processes testing and operations experience
- Bachelors degree or above in computer science computer engineering or related field or experience working in Science Technology Engineering or Mathematics (STEM)
- 2 years of full software development life cycle including coding standards code reviews source control management build processes testing and operations experience
- Experience coordinating between technical teams peers and business stakeholders
- Experience leading the architecture and design (architecture design patterns reliability and scaling) of new and current systems or experience in debugging profiling and implementing software engineering best practices in large-scale systems
- Experience leading engineering teams as a mentor or tech lead or experience in debugging profiling and implementing software engineering best practices in large-scale systems
- Knowledge of security and compliance standards including HIPAA and GDPR
- Experience with Generative AI technologies and large language models including prompt engineering RAG systems and model fine-tuning
- Strong background in AWS AI services such as Amazon Bedrock SageMaker Comprehend Lex Polly and Transcribe with production deployment experience
- Deep knowledge of Amazon Connect AI capabilities
- Experience building and maintaining production ML/AI systems including model monitoring A/B testing and performance optimization
- Expertise with AWS compute optimization including auto-scaling load balancing and cost optimization strategies
- Experience with real-time systems and low-latency requirements for customer-facing applications and voice communications

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees supervisors and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees supervisors and staff to ensure exceptional customer service; and follow all federal state and local laws and Company policies. Criminal history may have a direct adverse and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above as well as the abilities to adhere to company policies exercise sound judgment effectively manage stress and work safely and respectfully with others exhibit trustworthiness and professionalism and safeguard business operations and the Companys reputation. Pursuant to the Los Angeles County Fair Chance Ordinance we will consider for employment qualified applicants with arrest and conviction records.

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. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at CA Hawthorne - 143700.00 - 194400.00 USD annually