Senior Software Development Engineer , Amazon Customer Service AI powered Content Solutions

Amazon; Seattle (WA); On-site; USD 168,000 - 227,000; Full time

Benefits offered by this job

Comprehensive benefits

RSUs and sign-on

Job summary

Amazon seeks a Senior Software Development Engineer to lead the CS Knowledge platform within the Customer Experience Products team. You will influence product owners, software engineers, ML experts, and data scientists globally as we build knowledge artifacts powering AI-enabled customer service.

You will design scalable services, set quality goals, and collaborate with diverse stakeholders to improve performance and cost efficiency, delivering trusted content worldwide.

Qualifications

• 5+ years of non-internship professional software development experience.
• 5+ years of programming with at least one software language.
• 5+ years of leading design or architecture of new/existing systems.
• Experience as a mentor, tech lead or engineering team lead.
• 5+ years of full SDLC, coding standards, code reviews, build, testing and operations.

Responsibilities

• Lead design, implementation, and delivery of large-scale software on the CS Knowledge platform.
• Architect and develop robust, scalable services handling millions of users and billions of requests.
• Champion software development best practices with AI-enhanced tooling.
• Partner with stakeholders as primary contact for project deliverables across teams.
• Propose and implement new projects and system improvements with data-driven quality goals.

Skills

Software development

Programming

System design

Mentorship / Tech lead

Education

Bachelor's degree in computer science

Job description

Description

We are seeking a talented leader with strong technical background to join our Customer Experience Products organization on the CS (Amazon Customer Service) Content Solutions team. In this pivotal role, you will be reimagining how we create and manage content in a Native AI-world, distilling long-form CS help articles, policies, and standard operating procedures to their core underlying policy facts ('Knowledge Artifacts'). You will have the opportunity to influence a large group of product owners, software engineers, machine learning experts, and data scientists globally as we build the foundation that AI powers customer service experiences across Amazon. This role will give you the chance to tackle challenges that influence millions of customers, sellers, and products around the world across diverse set of marketplaces, languages and locales

Key job responsibilities

• Lead the design, implementation, and successful delivery of large-scale software efforts involving significant work on the CS Knowledge platform, working backwards from customer needs to define vision and architecture.

• Architect and develop robust, scalable services that handle millions of concurrent users and billions of requests

• Champion software development best practices by implementing both traditional methodologies and AI-enhanced tools for code standards, testing, and debugging

• Partner with diverse stakeholders to understand requirements, priorities, and processes, serving as the primary point of contact for project deliverables across teams.

• Propose and implement new projects and system improvements, setting clear, measurable quality goals for your organization in a data-driven way that improves performance and cost efficiency.

A day in the life

As a Senior Software Development Engineer, you'll be a technical leader helping drive decisions that impact critical customer experiences. You'll tackle complex technical initiatives head-on, building high-quality, scalable systems that serve our global customer base. Working closely with principal engineers, you'll help shape our technical architecture while maintaining direct ownership of key components.

About the team

This role sits within the Customer Experience Products organization on the CS Content team. Our vision is a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, and is served-up effectively across all channels. We're shifting the paradigm for content creation and maintenance, moving from an output-driven approach based on static content types to a trusted set of artifacts about Amazon products, services, and policies that generate accurate, consistent, and personalized content in any form. Join our team to help build the foundation that powers customer service experiences across Amazon.

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 process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t 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 https://amazon.jobs/en/benefits.

USA, WA, Seattle - 168,100.00 - 227,400.00 USD annually