Do you want to solve business challenges through innovative technology? Do you enjoy working on cutting-edge, massively scalable services technology in a fast-paced team environment? Do you love working on industry defining projects that move the needle?

Amazon.com is broadly recognized as #1 in Customer Service in the US and abroad. This is because we drive innovation and customer obsession into the technology to support and enhance our Customer Service Operations network through our CRM, secure operating system, and various client applications. We focus on robust architecture, world class UX, and leverage our Big Data to drive insights and solutions through a myriad of Machine Learning (ML) applications.

Our team is at the center of bringing this amazing Customer Service experience to Amazon retail customers. We own the framework that all retail business builds their customer service experiences on. Our systems are used by thousands of Customer Service Associate (CSA) to help over a million customers every day.


Key job responsibilities
- Take ownership over the software design, documentation, development, engineering approach, delivery and support of services we build.
- Collaborate with leaders, work backwards from customers, identify problems, propose innovative solutions, relentlessly raise standards, to enable our Customer Service Associates to have a positive impact on hundreds of millions of customers.
- Collaborate with team members to define the next generation of Amazon Customer Service in partnership with Amazon Web Services technology teams.
- Build exciting features and new services to empower our Customer Service Associates at scale.

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


About the team
The mission of the Customer Engagement Technologies (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 World-Wide Self-Service Automation (SSA) products based on generative AI.