Software Development Engineer, Customer Engagement Technology

Amazon's Customer Engagement Technologies (CET) department is at the forefront of innovation in customer service technology. As a Software Development Engineer in CET, you'll be part of a transformative multi-year program focused on next-generation contact routing for Amazon Customer Service. The role combines cutting-edge technology with customer obsession, working on systems that leverage machine learning and Generative AI to deliver unparalleled customer service experiences.

You'll be joining a Global Product and Technology team that's redefining how customer support operates, ensuring issues are resolved efficiently during first interactions. The position offers the opportunity to work with senior leaders across Amazon, influencing project prioritization and driving collaboration across functional teams. You'll be developing innovative services that power customer service features including landing pages, chat capabilities, and voice features.

The role is perfect for engineers passionate about large-scale enterprise software development who want to make a real impact on customer experience. You'll be working with next-generation engineering systems, machine learning, and Generative AI to create automated solutions and guided workflows. The position offers excellent benefits including medical, dental, vision coverage, 401(k), and parental leave options.

CET's mission is to create Earth's best customer service solutions through automation and efficient issue resolution. As a key member of the leadership team, you'll influence science and engineering teams delivering Worldwide Self-Service Automation products based on GenAI. This is an excellent opportunity to shape the future of customer service technology at one of the world's most customer-centric companies.