Software Development Engineer (SDE)
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Job Description
About the Company:
Amazon.com is widely recognized as a leader in customer service globally. Its Customer Engagement Technologies (CET) department focuses on developing and enhancing the technology supporting customer service operations. This includes self-service and automation features, CRM, contact center infrastructure, and various client applications. CET prioritizes robust architecture, world-class user experience (UX), and utilizes big data to drive insights and solutions.
Job Description: Software Development Engineer (SDE)
Amazon’s CET department seeks a Software Development Engineer to contribute to a large-scale, multi-year enterprise software program focused on next-generation contact routing for Amazon Customer Service. This role involves designing and building innovative technologies within a distributed computing environment, impacting industry standards.
Key Responsibilities:
• Collaborate with cross-functional teams to develop and launch new products and services.
• Design and build innovative technologies within a large distributed computing environment.
• Design and code effective solutions from broadly defined problems.
• Work in an agile environment to deliver high-quality software.
• Participate in on-call rotation to support owned services. The team uses SCRUM, test-driven development, and continuous deployment.
A Day in the Life:
The role involves close collaboration with senior leaders across Amazon to drive collaboration, prioritize projects, meet objectives, and adhere to business plans.
Team Focus:
This SDE position is within the CET team responsible for Contact Center Management Systems. The team manages all customer contacts, ensuring resolution through self-service (e.g., chatbots) or connection with customer service associates. The team aims to reduce customer effort by improving discoverability of customer entry points, creating efficient contact routing for quicker resolution, and maintaining contact center configurations. Investment in foundational technologies to capture and retain routing signals is key to ensuring quick issue resolution on first contact.
Basic Qualifications:
• 3+ years of non-internship professional software development experience.
• 2+ years of non-internship experience in system design or architecture (design patterns, reliability, and scaling) of new and existing systems.
• Experience programming in at least one software programming language.
Preferred Qualifications:
• 3+ years of experience in the full software development life cycle (coding standards, code reviews, source control management, build processes, testing, and operations).
• Bachelor’s degree in computer science or equivalent.
Compensation:
The base pay range is $129,300/year to $223,600/year, depending on location and experience. Additional compensation may include equity, sign-on payments, and benefits.
