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 drives innovation and customer obsession through self-service and automation features, CRM, contact center infrastructure, and client applications. CET prioritizes robust architecture, world-class UX, and utilizes big data to create solutions.
Job Description: Software Development Engineer (SDE)
CET is seeking 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:
• Implementation and delivery of contact center systems: Building upon a next-generation routing system, leveraging Generative AI (GenAI) and Machine Learning to enhance routing signals and preserve customer journey data.
• Cross-functional collaboration: Working with various teams to move products from concept to customer release, maintaining high-quality deliverables for a large, complex customer service organization.
• Innovative technology design and development: Designing and building technologies within a distributed computing environment, influencing industry changes.
• Problem-solving: Designing and coding solutions based on broadly defined problems.
• Agile development: Working in an agile environment utilizing SCRUM, test-driven development, and continuous deployment.
• On-call support: Participating in on-call rotations to support the team’s services.
• Collaboration with senior leaders: Working closely with senior leaders across Amazon to drive collaboration, prioritize projects, and meet objectives.
Key Responsibilities: The SDE will participate in the design, development, and implementation of contact center systems built on a next-generation routing system. They will leverage GenAI and machine learning to improve intent recognition and routing signals, while ensuring the preservation of customer contact journey data. This involves working collaboratively with cross-functional teams to deliver high-quality software within an agile environment.
A Day in the Life: The role involves close collaboration with senior leaders across various teams to drive project prioritization and ensure alignment with business plans and shared objectives.
