Software Development Engineer, Amazon Customer Service

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.