Software Development Engineer, Amazon Customer Service

On the Customer Service -Aria team, part of Amazon’s Customer Service (CS) organization, we redefine the customer contact experience by exposing a voice-based contact channel (AVA) which using an automated assistant (voicebot) to better understand the customer problem and guide them to resolution via automation.

We focus on building scalable platforms and systems for customers and associates to power automation globally across many languages for the millions of customers and thousands of associates that use our products in many marketplaces every day. We also invest in experimentation to identify new and inventive ways to build chat/touch/voice experiences that aim to delight customers.

As a SDE on this team, you will collaborate with other Senior Software Engineers to drive improvements to our technology, design and develop new services and solutions, and build and track metrics to ensure high quality results. Your solutions will provide the ultimate customer service experience needed to anticipate and resolve customer's questions using the Chat platform. You will have the opportunity to work with business partners and leadership, influence and drive product vision and lead the design of our systems.

As a SDE in CS-Aria, you will take part in the implementation and delivery of contact center systems built on top of our next-generation routing system, leveraging the power of Generative AI (GenAI) and Machine Learning for improved intents and routing signals, and preserving customer contact journey data. You will work cross functionally with partners to take the product from concept to customer release while ensuring the highest level of quality for your deliverables, managing one of the worlds largest and most complex customer service organizations.

Key job responsibilities
Collaborate with experienced cross-disciplinary Amazonians to conceive, design, and bring innovative products and services to market.

Design and build innovative technologies in a large distributed computing environment, and help lead fundamental changes in the industry.

Ability to design and code the right solutions starting with broadly defined problems.
Work in an agile environment to deliver high-quality software.

We use SCRUM, test-driven development, and continuous deployment to deliver projects based on realistic timelines and resource constraints.
On-call rotation to support the services owned by the Software team

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

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 CS-Aria 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.

Basic Qualifications

- Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field
- 3+ years of non-internship professional software development experience
- 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- 1+ years of software development engineer or related occupational experience
- 1+ years of designing and developing large-scale, multi-tiered, multi-threaded, embedded or distributed software applications, tools, systems, and services using: C#, C++, Java, or Perl experience
- 1+ years of Object Oriented Design experience

Preferred Qualifications

- 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
- 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, TX, Austin - 143,700.00 - 194,400.00 USD annually