Amazon.com is broadly recognized as #1 in Customer Service in the US and abroad. At Amazon, we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Engagement Technology (CET) department. CET owns the technology to support and enhance our Customer Service Operations network through our Self-Service and Automation features, 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 applications.

CET is looking for a Software Development Engineer (SDE) to work on a multi-year, large-scale, enterprise software program. You will be part of a global Product and Technology team whose innovations and strategies will define the next generation of customer experience for Amazon Customer Service, providing a seamless customer support experience globally and ensuring issues are resolved during the first interaction. We also invest in experimentation to identify new and inventive ways to build chat and voice experiences for Amazon Customer Service (CS).

Key job responsibilities
- Collaborate with senior software engineers to enhance technology and design while developing innovative services.
- Develop services that enable vertical business units to launch Customer Service Landing Pages, Chat features, Voice capabilities, and Help product features.
- Lead the global expansion of services, including implementing instrumentation for metric monitoring and ensuring high-quality outcomes.
- Deliver unparalleled customer service experiences by leveraging next-generation engineering systems, machine learning systems, and Generative AI (GenAI).
- Utilize GenAI for enhanced issue understanding, automated resolutions, and guided workflows.
- Work closely with business partners and leadership to shape product vision and design robust systems.
- Employ development methodologies such as SCRUM, test-driven development, and continuous deployment.
- Deliver projects based on realistic timelines and resource constraints.

A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration, influence them to prioritize projects, and ensure they adhere to business plans aligned with shared objectives.

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 based on GenAI.