Software Development Engineer, Customer Engagement Technology

Amazon; Austin (TX); On-site; USD 80,000 - 120,000; Full time

Job summary

An established industry player is seeking a passionate Software Development Engineer to join their innovative Customer Engagement Technology team. In this role, you will develop and maintain advanced search and retrieval capabilities, tackling algorithmically complex challenges. You will work on both front-end and back-end services, contributing to pioneering initiatives in Large Language Models and Generative AI that are reshaping customer service. This is an exciting opportunity to make a global impact while collaborating with talented professionals and driving the future of automation in customer service.

Benefits

Medical Coverage

Dental Coverage

Vision Coverage

Paid Time Off (PTO)

401(k) Plan

Maternity Leave

Parental Leave

Qualifications

• 3+ years of professional software development experience.
• Experience with design patterns, reliability, and scaling of systems.

Responsibilities

• Solve complex problems by applying appropriate technologies.
• Collaborate to design and build scalable software solutions.

Skills

Software Development

Problem Solving

Collaboration

Technical Guidance

Prototyping

Education

Bachelor's degree in Computer Science

Tools

Source Control Management

Testing Frameworks

Job description

Software Development Engineer, Customer Engagement Technology

Job ID: 2963649 | Amazon.com Services LLC

Join the Amazon Customer Service (CS) Technology organization as a Software Development Engineer on our advanced platform services engineering team.

We develop and maintain search and retrieval capabilities across the Global Content Store (GCS) and diverse content sets. Our investments optimize content discoverability, implement advanced search algorithms, and ensure accurate query results. We support content indexing, content chunking, taxonomy management, and multilingual search functionalities. We enable seamless access to support the content management lifecycle for both customer self-service and associate systems, serving billions of monthly requests globally. If you're passionate about developing innovative solutions, designing highly distributed systems that scale, and building for the future, this is the opportunity for you. You'll tackle algorithmically complex challenges, working on front-end and back-end services that seamlessly scale to meet customer needs. Moreover, you'll have the chance to work on pioneering Large Language Models (LLMs) and Generative AI initiatives that are reshaping the call center industry.

Key job responsibilities

1. Solve complex problems by applying appropriate technologies and best practices.
2. Collaborate with the team to invent, design, and build stable, high-performing, and scalable software solutions.
3. Make judicious trade-offs, reuse existing components where feasible, and carefully manage dependencies.
4. Provide technical guidance, advise on the team's direction, and offer feedback on designs.
5. Create prototypes to assist in decision-making processes.
6. Foster cross-team collaboration by working closely with partner teams across the organization.

A day in the life
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:

1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan

About the team
The mission of the CET team within Customer Service is to create Earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver Worldwide Self-Service Automation (SSA) products and Customer Service Agent (CSA) facing Automation products influenced by Gen-AI.

BASIC QUALIFICATIONS

- 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
- Bachelor's degree in computer science or equivalent

PREFERRED QUALIFICATIONS

- 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.