Software Development Engineer, Customer Engagement Technology - Amazon : Job Details

Job ID: 2867626 | 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, Customer Relationship Management (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 an 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

A day in the lifeYou will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, 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. If you're passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary: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, full-time employees include:

About the teamThis role sits on a team within CET focused on Contact Center Management Systems. We are responsible for every customer contact, ensuring customers can either resolve issues via self-service (e.g., Chatbot) or be connected with a customer service associate. Ultimately, we reduce customer effort by improving the discoverability of customer ingresses, 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 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- 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- Bachelor's 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, protected veteran status, disability, age, or other legally protected status.

Posted: January 11, 2025 (Updated about 23 hours ago)