Software Development Engineer, Customer Experience Improvement Defect Enrichment

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 trillion-dollar 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 Customer Experience Improvement (CXI) team within Amazon Customer Service (CS) relentlessly focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. CXI engineers solve complex problems and build scalable robust solutions to help our customers navigate through issues and eliminate systemic defects to prevent future issues and identify critical customer experience improvement opportunities. This role will leverage latest technologies and Agentic AI solutions to autonomously eliminate defects at scale to improve customer experience.


Key job responsibilities
- Design develop and own scalable solutions that empower Amazon to deliver a defect-free experience for customers.
- Build intuitive tools for Customer Service Associates (CSAs) to escalate critical issues and develop complex integrations with Tier-1 Amazon systems and advanced science models to detect triage and resolve systemic defects.
- Tackle complex technical challenges create innovative solutions with direct impact on customer trust and work on systems critical to Amazons operational excellence.

About the team
ARCADE (Automated Root Causing Attribution and Defect Elimination) is the Defect Elimination system within CXI Tech manifesting Amazons commitment to preventing customers from receiving defective products that degrade their experience. ARCADE leverages AI to transform how we detect repeat negative customer experiences and eliminate the underlying upstream defects at scale. The CXI Tech team re-imagines how we leverage customer interactions and feedback through modular capabilities spanning Detection Triage Root Cause Attribution and Resolution to enable more reliable and faster defect elimination that drives customer experience improvements throughout the consumer business. The system combines associate-driven signals (empowering front-line CSAs to flag product problems) with statistical and machine learning-based automated detection intelligent prioritization and increasingly autonomous investigation through our agentic ecosystem. ARCADE serves multiple tenants including Andon Cords (high-severity defects) and customer service quality providing a unified scalable approach to defect elimination across Amazon.


- 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 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

- 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 an equal opportunity employer and does not discriminate on the basis of protected veteran status disability 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 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 TX Austin - 143700.00 - 194400.00 USD annually