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 systems. The position offers an opportunity to work with cutting-edge technologies including Generative AI and Machine Learning, while being part of a team that manages one of the world's largest customer service organizations.

The role involves building and implementing sophisticated contact center systems that leverage advanced routing technology and preserve customer contact journey data. You'll be working in an agile environment using SCRUM and test-driven development methodologies, collaborating with experienced cross-disciplinary teams to bring innovative products from concept to market.

CET owns the technology supporting Amazon's Customer Service Operations through Self Service and Automation features, CRM, contact center infrastructure, and various client applications. The team focuses on robust architecture, world-class UX, and leverages Big Data to drive insights and solutions.

The position offers comprehensive benefits including medical, dental, and vision coverage, parental leave options, PTO, and a 401(k) plan. Compensation is competitive, ranging from $129,300 to $223,600 based on location and experience. This is an excellent opportunity for experienced developers who want to make a significant impact on customer service technology at a global scale.

The team's platform provides a centralized, one-stop shop for enabling interactive text/voice/touch customer service solutions, utilizing state-of-the-art technologies like machine learning and large language models. Their vision focuses on streamlining development efforts, reducing redundancies, and enabling efficient creation of cutting-edge customer service experiences across Amazon's product verticals.