Senior Software Development Engineer, Amazon Customer Service

Amazon.com Services LLC; Seattle (WA); On-site; USD 180,000 - 240,000; Full time

Job summary

Amazon.com Services LLC is seeking a Sr. Software Development Engineer to lead the Customer Journey engineering team, building AI-native systems that orchestrate the customer journey across Amazon's global CS network.

You will design real-time orchestration to guide customers to optimal resolutions and mentor a high-performing engineering team. The ideal candidate brings 5+ years in software development and architecture, plus leadership experience and a BS in CS or equivalent, to enable

Qualifications

• 5+ years of non-internship professional software development experience.
• 5+ years of design or architecture (patterns, reliability, scaling) experience.
• Experience as a mentor, tech lead, or leading an engineering team.
• Bachelor's degree in computer science or equivalent.

Responsibilities

• Lead design, architecture, and delivery of AI-native systems that orchestrate the customer journey across Amazon's global CS network.
• Architect real-time journey orchestration systems guiding customers to optimal resolution paths.
• Build and develop a high-performing engineering team by mentoring software engineers.
• Partner with Applied Science teams to develop AI-native solutions that shape demand patterns across channels.

Skills

Software development

System architecture

Leadership / mentorship

Engineering team leadership

Education

Bachelor's degree in computer science or equivalent

Job description

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience across all of our CS channels in every interaction.

Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network - building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon.

We are seeking a Sr. Software Development Engineer to lead the Customer Journey engineering team, building the next generation of customer service channel experiences - giving customers visibility, choice, and control over how and when they connect, and eliminating the wait entirely. Today, when customers need a human, their only option is to enter a queue and wait, with no commitment on when they will be helped, leading to broken journeys where customers abandon, retry, and many silently disengage for good. This leader will design and build the AI-native systems that turn customer service from a queue you wait in into a promise Amazon keeps - orchestrating the journey across every channel to guide each customer to the optimal resolution path, all operating in real-time at massive scale.

The ideal candidate is a strong technical leader who thrives in ambiguity, can translate a bold vision into a concrete system architecture, and is passionate about building high-performing teams. You will partner closely with science, product, and operations leaders to deliver AI-powered capabilities that let customers pick when help arrives, proactively solve their problems without waiting in queues, and turn service failures into loyalty-building moments. This is an exciting opportunity to build transformative technology that directly impacts the experience of millions of customers.

Key job responsibilities

• Lead the design, architecture, and delivery of AI-native systems that orchestrate the customer journey across Amazon's global Customer Service network
• Architect real-time journey orchestration systems that continuously guide each customer to the optimal resolution path, ensuring the least amount of effort and highest likelihood of success.
• Build and develop a high-performing engineering team by assisting in hiring and mentoring software development engineers
• Partner with Applied Science teams to develop and integrate AI-native intelligent solutions that shape demand patterns across channels and time, maximizing CSA productivity and network efficiency.
• Drive technical roadmap execution from proof-of-concept through production, balancing speed of delivery with long-term architectural quality
• Collaborate cross-functionally across Network Solutions and partner teams to integrate platform capabilities into the broader CS ecosystem
• Establish operational excellence practices for production services, including on-call, incident response, and continuous improvement mechanisms

About the team

Network Solutions is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. The Customer Journey team is a new initiative within Network Solutions focused on orchestrating the customer journey across all channels, ensuring each customer is guided to the optimal resolution path with the least effort and highest likelihood of success, including new capabilities that perfectly match customers with the best resource to resolve their issue fast and friction-free.

Basic Qualifications:

• 5+ years of non-internship professional software development experience
• 5+ years of programming with at least one software programming language experience
• 5+ years of leading design or architecture (design patterns, reliability and scaling) of new and existing systems experience
• Experience as a mentor, tech lead or leading an engineering team

Preferred Qualifications:

• 5+ 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 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 p