Software Development Engineer, Amazon Customer Service

Overview

The Amazon Customer Service (CS) organization is at the forefront of customer experience, seeking to delight our customers in every interaction they have, whether through self-serve technology and tools The Amazon Customer Service (CS) organization is at the forefront of customer experience, seeking to delight our customers in every interaction they have, whether through self-serve technology and tools (e.g., chatbot

What you'll do

• The Amazon Customer Service (CS) organization is at the forefront of customer experience, seeking to delight our customers in every interaction they have, whether through self-serve technology and tools The Amazon Customer Service (CS) organization is at the forefront of customer experience, seeking to delight our customers in every interaction they have, whether through self-serve technology and tools (e.g., chatbots), or by interacting directly with our associates.
• Customer Service works to offer effective, empathetic, and efficient issue resolution when our customers need us, and are also champions of driving defects out of customer experiences across the entire company, relentlessly advocating on behalf of customers and keeping them at the heart of everything we do.
• The Customer Journey team is seeking a talented Software Development Engineer to help us shape the future of CS through innovative technology solutions.
• As a Software Development Engineer, you'll have the exciting opportunity to leverage industry-leading technologies, including AI, to create products that directly impact Customer Service Associates (CSAs) and Amazon customers.
• You'll work at the forefront of pioneering AI-native development, building AI-powered solutions that detect and resolve customer issues with unprecedented efficiency and accuracy.
• Key job responsibilities As a Software Development Engineer in Customer Journey, you will take part in the implementation and delivery of contact center systems built on top of our next-generation routing system, leveraging the power of Generative AI (GenAI) and Machine Learning for improved intents and routing signals, and preserving customer contact journey data.
• You will work cross functionally 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 cross-disciplinary 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.

Requirements

• Practical experience with RAG, Machine Learning.
• Experience level: 3+ yrs.
• Strong written and verbal communication in English.
• Comfortable working on-site in Seattle, Washington, USA.

Skills