"We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." - Jeff Bezos, Founder & CEO.

We didn’t make Amazon a trillion-dollar company, our customers did and we want to ensure that our customers always have a positive experience that keeps them coming back to Amazon. To help achieve this, the Worldwide Defect Elimination (WWDE) team, within Amazon Customer Service, relentlessly focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. WWDE Software Development Engineers (SDEs) solve complex problems and build scalable solutions to help our customers navigate through issues and eliminate systemic defects to prevent future issues.

The Voice of Customer (VoC) team builds Amazon’s flagship suite of VoC products, connecting internal employees with their customer experience (CX) data and insights. We leverage sophisticated Machine Learning (ML) models and Generative Artificial Intelligence (GenAI) to transform billions of unique customer interactions into simple and actionable CX opportunities. Our applications provide intuitive search and visualization capabilities for users to deep dive these opportunities and report on the CX health of their business. Additionally, we build automated real-time systems to identify systemic defects, detect the root cause, and route to accountable internal owners for resolution.

In 2025, our team has an exciting roadmap to:
- Centrally codify all customer-reported issues and automatically detect root-cause and ownership through ML.
- Expand GenAI capabilities within our tools to automate detection and investigation of customer defects.
- Expand customer feedback coverage, including multi modal support and self-service on boarding.
- Improve observability and measurement of the Amazon VoC mechanism (across our tools and federated dependencies).

Key job responsibilities
As an SDE you will:
- Design, develop and maintain VoC back-end systems and full-stack applications.
- Work with ML science, engineering and business partners to evolve VoC products and deliver innovative solutions to accelerate Amazon’s defect elimination efforts.
- Develop scalable services for customer feedback analysis, including data ingestion, classification, and insight generation.
- Leverage advanced Natural Language Processes (NLPs), ML, and Large Language Models (LLM) to transform raw customer data into actionable intelligence.

Key focus areas include:
- Distributed systems for high-volume data processing
- Implementing robust APIs for cross-team data integration
- Developing language-agnostic, self-service machine learning models
- Optimizing system performance and cost-efficiency at scale. This involves engineering solutions for global scalability, multi-language support, and seamless integration with Amazon's existing infrastructure.

A day in the life
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:

* Medical, Dental, and Vision Coverage
* Maternity and Parental Leave Options
* Paid Time Off (PTO)
* 401(k) Plan

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