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. The Customer Engagement Technologies (CET) department within Amazon drives innovation and customer obsession through its technology. CET develops and maintains the technology supporting Amazon’s Customer Service Operations, encompassing self-service and automation features, CRM, contact center infrastructure, and various client applications. The department emphasizes robust architecture, world-class UX, and leveraging big data for insightful solutions.
Job Description:
Amazon’s CET department seeks a Software Development Engineer (SDE) for a large-scale, multi-year enterprise software program focused on next-generation contact routing for Amazon Customer Service. This role involves:
• Implementation and Delivery: Participating in the implementation and delivery of contact center systems built upon a next-generation routing system. This includes leveraging Generative AI (GenAI) and Machine Learning to enhance intent recognition and routing signals, while preserving customer contact journey data.
• Cross-Functional Collaboration: Working with various teams to guide products from concept to customer release, ensuring high-quality deliverables for one of the world’s largest and most complex customer service organizations.
• Innovation and Design: Collaborating with experienced Amazonians to design and develop innovative technologies within a large distributed computing environment, leading to industry-wide changes. This includes designing and coding solutions for broadly defined problems.
• Agile Development: Working in an agile environment (SCRUM, test-driven development, continuous deployment) to deliver high-quality software within realistic timelines and resource constraints.
• On-Call Support: Participating in an on-call rotation to support the services managed by the software team.
• Stakeholder Management: Working closely with senior leaders across cross-functional teams to drive collaboration, prioritize projects, meet objectives, and adhere to business plans.
The team itself is cross-functional, owning a centralized platform offering a one-stop shop for interactive text/voice/touch customer service solutions. The platform utilizes machine learning and large language models for seamless end-to-end interactive experiences. Amazon verticals can easily integrate custom self-service solutions via APIs, benefiting from built-in capabilities like metrics, monitoring, testing, debugging, and data archiving. The team’s vision is to streamline development, reduce redundancies, and empower efficient creation of cutting-edge interactive customer service experiences across Amazon’s product verticals.
