Software Development Engineer, Customer Engagement Technology

Join Amazon's Customer Engagement Technology (CET) team, a crucial part of Amazon's Customer Service organization, where we're revolutionizing customer contact experiences through innovative voice-based channels and AI-powered solutions. As a Software Development Engineer, you'll be at the forefront of building scalable platforms that power automation globally across multiple languages, serving millions of customers and thousands of associates daily. The role involves working with cutting-edge technologies including Generative AI (GenAI) and Machine Learning to improve customer service routing and intent recognition.

You'll be responsible for developing and implementing contact center systems built on next-generation routing technology, while collaborating with senior engineers and cross-functional teams to drive technological improvements. The position offers the unique opportunity to work on one of the world's largest and most complex customer service platforms, where your solutions will directly impact customer experience through chat, touch, and voice interfaces.

The team operates in an agile environment, utilizing SCRUM and test-driven development methodologies, with a focus on continuous deployment. You'll be involved in the complete software development lifecycle, from conception to customer release, while maintaining the highest quality standards. The role includes participation in an on-call rotation to ensure reliable service operation.

This is an excellent opportunity for engineers passionate about building large-scale systems that directly impact customer experience. You'll work with business partners and leadership to influence product vision and lead system design, while leveraging the latest in AI and automation technology to solve complex customer service challenges. The position offers comprehensive benefits including medical, dental, vision coverage, 401(k), and parental leave options.

If you're excited about creating innovative solutions that scale globally and want to make a significant impact on customer service technology, this role offers the perfect blend of technical challenge and meaningful customer impact.