Senior Software Development Engineer, Customer Engagement Technology

Amazon's Customer Engagement Technology (CET) team is at the forefront of transforming customer service through AI and Large Language Models (LLM). This senior role focuses on building sophisticated conversational AI systems that enhance customer service at Amazon's global scale.

The position involves architecting and developing robust inference infrastructure for AI-powered chatbots, implementing advanced deployment pipelines for LLM models, and creating ML inference services that orchestrate complex interactions between multiple models. You'll work on systems handling issue prediction, item recommendation, and response generation.

As a senior engineer, you'll lead the integration of cross-team services for retrieval-augmented generation systems, implement observability mechanisms, and provide technical leadership to a diverse team of engineers and scientists. The role combines deep technical expertise in ML/AI with systems engineering at scale.

The team operates at the intersection of customer service and cutting-edge AI technology, building multi-modal, multi-turn dialogue systems that adapt to changing company policies and automate customer problem resolution. You'll also work on enhancing associate productivity through features like response recommendation, conversation summarization, and machine translation.

This is an opportunity to make a significant impact on Amazon's customer service experience while working with state-of-the-art AI technology. The position offers competitive compensation ($151,300-$261,500 based on location) and comprehensive benefits including medical coverage, 401(k), and parental leave.

The ideal candidate brings 5+ years of software development experience, strong leadership skills, and expertise in large-scale systems architecture. If you're passionate about applying AI to solve real customer problems and want to lead technical innovation at Amazon's scale, this role offers the perfect challenge.