Software Development Engineer, Customer Engagement Technology

Amazon's Customer Engagement Technologies (CET) department is seeking a Software Development Engineer to join their innovative team. This role is part of a multi-year, large-scale enterprise software program focused on next-generation contact routing for Amazon Customer Service. The position involves working with cutting-edge technologies including Generative AI and Machine Learning to improve customer service operations.

The role sits within CET's CS routing team, responsible for ensuring every customer contact is efficiently connected to the right customer service associate. You'll be working on improving customer experience by reducing effort through better entry point discoverability and creating seamless transitions between automated and human support.

As an SDE, you'll collaborate with cross-disciplinary teams to design and implement innovative solutions, working with one of the world's largest customer service organizations. The position offers the opportunity to work on large-scale distributed systems while making a direct impact on customer experience.

Amazon offers comprehensive benefits including medical, dental, and vision coverage, parental leave, 401(k), and PTO. The company values diversity and welcomes candidates from all backgrounds, even if they don't meet every qualification exactly. This is an excellent opportunity to join a team that's shaping the future of customer service technology at a global scale.

The role combines technical expertise with customer obsession, requiring skills in software development, system design, and an understanding of customer service operations. You'll be working in an agile environment, participating in the full software development lifecycle, and contributing to the team's on-call rotation to ensure service reliability.