Software Development Engineer, Amazon Customer Service

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience across all of our CS channels in every interaction.

Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network - building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon.

We are seeking a Software Development Engineer in the Customer Journey engineering team, building the next generation of customer service channel experiences, giving customers visibility, choice, and control over how and when they connect, and eliminating the wait entirely. Today, when customers need a human, their only option is to enter a queue and wait, with no commitment on when they will be helped, leading to broken journeys where customers abandon, retry, and many silently disengage for good. This leader will design and build the AI-native systems that turn customer service from a queue you wait in into a promise Amazon keeps — orchestrating the journey across every channel to guide each customer to the optimal resolution path, all operating in real-time at massive scale.

Key job responsibilities
- Lead the design, architecture, and delivery of AI-native systems that orchestrate the customer journey across Amazon's global Customer Service network
- Architect real-time journey orchestration systems that continuously guide each customer to the optimal resolution path, ensuring the least amount of effort and highest likelihood of success.
- Collaborate with experienced cross-disciplinary Amazonians to conceive, design, and bring innovative products and services to market.
- Ability to design and code the right solutions starting with broadly defined problems.
- Work in an agile environment to deliver high-quality software.
- On-call rotation to support the services owned by the Software team
- Peer code reviews

About the team
Network Solutions is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. The Customer Journey team is a new initiative within Network Solutions focused on orchestrating the customer journey across all channels, ensuring each customer is guided to the  optimal resolution path with the least effort and highest likelihood of success, including new capabilities that perfectly match customers with the best resource to resolve their issue fast and friction-free.

Basic Qualifications

- 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
- Experience programming with at least one software programming language

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, WA, Seattle - 143,700.00 - 194,400.00 USD annually