Software Development Engineer, Amazon Customer Service

Amazon's Worldwide Defect Elimination (WWDE) team within Customer Service is seeking a Software Development Engineer to join their Voice of Customer (VoC) team. This role focuses on building Amazon's flagship suite of VoC products that connect internal employees with customer experience data and insights.

The team leverages Machine Learning and Generative AI to transform billions of customer interactions into actionable insights. They build systems that identify systemic defects, detect root causes, and route issues to appropriate owners for resolution.

Key responsibilities include:

• Designing and developing VoC backend systems and full-stack applications
• Working with ML science teams to evolve VoC products
• Developing scalable services for customer feedback analysis
• Implementing distributed systems for high-volume data processing
• Building robust APIs for cross-team integration
• Optimizing system performance and cost-efficiency at scale

The role offers exciting opportunities to work on:

• Centrally codifying customer-reported issues using ML
• Expanding GenAI capabilities for defect detection
• Improving customer feedback coverage
• Enhancing observability of Amazon's VoC mechanisms

The position comes with comprehensive benefits including:

• Medical, dental, and vision coverage
• Parental leave options
• PTO and 401(k)
• Competitive compensation based on location and experience

This is an excellent opportunity for engineers passionate about building scalable solutions that directly impact customer experience at one of the world's largest technology companies.