Software Development Engineer, Customer Engagement Technology

Amazon; Seattle (WA); On-site; USD 129,000 - 224,000; Full time

Job summary

An established industry player is seeking a Software Development Engineer to innovate customer engagement technology. In this pivotal role, you will tackle complex challenges, develop advanced solutions, and work on pioneering generative AI initiatives. You'll collaborate with cross-functional teams to create scalable software systems that enhance customer service experiences globally. If you're eager to make a significant impact and drive innovation in a dynamic environment, this opportunity is perfect for you.

Benefits

Medical Coverage

Dental Coverage

Vision Coverage

Maternity Leave

Parental Leave

Paid Time Off

401(k) Plan

Qualifications

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

Responsibilities

• Solve complex problems using 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

Master's degree in Computer Science

Tools

Software Programming Languages

Job description

Software Development Engineer, Customer Engagement Technology

Do you thrive on solving complex problems with simple solutions? Would you like to drive innovation for Amazon's Customer Service (CS) global customers through Gen AI solutions?

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

We develop and maintain search and retrieval capabilities across the Global Content Store (GCS) and a diverse set of contents. 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 content 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 realm.

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

1. 3+ years of non-internship professional software development experience
2. 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
3. Experience programming with at least one software programming language
4. Bachelor's degree in computer science or equivalent

PREFERRED QUALIFICATIONS

1. 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
2. Master'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 this link for more information.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $129,300/year in our lowest geographic market up to $223,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit this link.

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