Software Development Engineer, Amazon Customer Service

Amazon

Seattle, WA

JOB DETAILS
SKILLS
Artificial Intelligence (AI), C++ Programming Language, Code Reviews, Coding Standards, Computer Science, Conversation Engine, Cross-Functional, Customer Experience, Customer Support/Service, Data Analysis, Data Mining, Design Patterns Programming Methodologies, Information Retrieval, Java, Machine Learning, Mentoring, Microsoft C# (C Sharp), Natural Language Processing (NLP), Object Oriented Design (OOD), Operational Improvement, Problem Solving Skills, Product Development, Product Support, Programming Languages, Resolve Customer Issues, Software Design, Software Development, Software Development Lifecycle (SDLC), Software Engineering, Source Code/Configuration Management (SCM), Statistics, Technical Leadership, Technical/Engineering Design, Telemetry, Testing, User Interface/Experience (UI/UX)
LOCATION
Seattle, WA
POSTED
30+ days ago
Description The Amazon Customer Service (CS) organization is at the forefront of customer experience - seeking to delight our customers in every interaction they have, whether through self-serve technology and tools (e.g., chatbots), or by interacting directly with our associates. Customer Service works to offer effective, empathetic, and efficient issue resolution when our customers need us, and are also champions of driving defects out of customer experiences across the entire company, relentlessly advocating on behalf of customers and keeping them at the heart of everything we do. The Associate Experience (AE) team is seeking a talented Software Development Engineer to help us shape the future of CS through innovative technology solutions. As a Software Development Engineer, you'll have the exciting opportunity to leverage industry-leading technologies, including AI, to create products that directly impact Customer Service Associates (CSAs) and Amazon customers. You'll work at the forefront of pioneering AI-native development, building AI-powered solutions that detect and resolve customer issues with unprecedented efficiency and accuracy. In this role, you'll have end-to-end ownership working closely with cross-functional stakeholders to deliver award-winning customer service experiences. You'll help drive innovations that raise the bar in both operational health and team culture while contributing to the long-term vision for our systems. If you're passionate about solving challenging problems with innovative yet simple solutions and want to make a meaningful impact at scale, this role offers the perfect opportunity to shape how Amazon provides Earth's most customer-centric service experience Key job responsibilities - Design and develop software solutions that enable Amazon's Customer Service Associates (CSAs) to deliver exceptional customer experiences, focusing on operational excellence in all aspects of your work. - Contribute significantly to the full software development lifecycle, including scoping, design, coding, testing, deployment, and maintenance while actively participating in code reviews to provide meaningful feedback. - Create and optimize AI-powered solutions that detect and resolve customer issues, working at the forefront of AI-native development to continually innovate on behalf of customers. - Collaborate closely with stakeholders across product, UX, and operations teams to understand business and customer value, ensuring delivery of the right solutions while building trust. - Mentor junior engineers and contribute to technical roadmaps that balance new feature development with operational improvements, helping shape the long-term vision for our systems. A day in the life Throughout your day, you'll balance hands-on development with technical leadership that shapes how Amazon provides Earth's most customer-centric customer service experience. You'll collaborate with cross-functional teams to design and implement software solutions, participate in code reviews, and contribute to technical discussions that drive operational excellence. Your work will involve leveraging AI technologies to create innovative products, analyzing telemetry data to identify improvement opportunities, and working closely with stakeholders to ensure our solutions effectively address their needs. About the team The Associate Experience (AE) team develops products to support Amazon's Customer Service Associates (CSAs) in delivering Earth's most customer-centric customer service. Working backwards from CSAs as our primary customers, we build effortless solutions to handle and resolve customer contacts while providing insights that help delight customers with each interaction. Our team is pioneering AI-native development, creating AI-powered solutions that detect and resolve customer issues efficiently. We foster an environment of innovation and collaboration, where team members are empowered to push boundaries and create meaningful impact for both CSAs and the customers they serve. Basic Qualifications - 3+ years of non-internship professional software development experience - 1+ 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 Preferred Qualifications - 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience - Experience programming with at least one modern language such as Java, C++, or C# including object-oriented design, or experience in machine learning, data mining, information retrieval, statistics or natural language processing - 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 - 143,700.00 - 194,400.00 USD annually

About the Company

A

Amazon

At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.

Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.

It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here

Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
COMPANY SIZE
10,000 employees or more
INDUSTRY
Other/Not Classified
FOUNDED
1994
WEBSITE
http://Amazon.com/militaryroles