Senior Software Development Engineer, Self-Service and Automation Team, Amazon Customer Service

At Amazon's Customer Engagement Technologies (CET) department, we're seeking a Senior Software Development Engineer to join our Self-Service and Automation team. This role combines cutting-edge AI innovation with customer service excellence, focusing on developing next-generation systems powered by Large Language Models. The position offers a unique opportunity to architect and implement solutions that will transform customer support experiences globally.

The Self-Service Automation (SSA) team is crucial to CET's mission of applying machine learning to resolve customer issues automatically. We own the end-to-end contact experience across retail website and mobile applications, working to optimize both customer self-service and agent-assisted support channels. Our innovative work spans intelligent self-service features, contact routing optimization, predictive analytics, and seamless automation integration.

As Technical Leader, you'll be responsible for architecting scalable solutions, driving AI innovation, and mentoring team members. You'll collaborate across organizations to implement transformative AI solutions while maintaining high standards for code quality and operational excellence. This role offers an exceptional opportunity to impact developer productivity at scale while working with emerging AI technologies.

The ideal candidate brings extensive software development experience, strong leadership capabilities, and a passion for innovative technology. You'll work in an environment that values customer obsession, technical excellence, and continuous innovation, with the chance to influence the future of Amazon's customer service technology landscape.

Join us to help shape the future of customer service technology, working with cutting-edge AI while solving complex technical challenges that impact millions of customers globally.