Software Development Engineer, Customer Engagement Technologies
Job ID: 2839151 | Amazon.Com Services LLC
Amazon.Com 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 Technologies (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 multi-year, large-scale, 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.
As a SDE in CET, 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 world's largest and most complex customer service organizations.
Key job responsibilities: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.Work in an agile environment to deliver high-quality software.On-call rotation to support the services owned by the Software team.We use SCRUM, test-driven development, and continuous deployment to deliver projects based on realistic timelines and resource constraints.
A day in the life: You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objectives, and adhere to business plans towards shared objectives.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets.
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