Software Development Engineer, Customer Engagement Technology

Amazon's Customer Engagement Technologies (CET) department is seeking a Software Development Engineer to join their team working on next-generation contact routing systems. This role is part of a multi-year, large-scale enterprise software program that will define the future of Amazon's customer service experience. The position focuses on implementing contact center systems leveraging Generative AI and Machine Learning to improve customer service routing and issue resolution.

The role sits within CET's CS routing team, responsible for connecting customers with the right customer service associates for first-contact resolution. You'll work on foundational technologies that capture and maintain routing signals, while ensuring seamless transitions between automated and human support. The team's mission is to reduce customer effort by improving entry point discoverability and creating effective contact experiences.

As an SDE, you'll collaborate with cross-disciplinary teams to design and build innovative solutions in a large distributed computing environment. The role involves working in an agile environment, participating in on-call rotations, and conducting peer code reviews. You'll be responsible for taking products from concept to customer release while maintaining the highest quality standards.

Amazon offers comprehensive benefits including medical, dental, and vision coverage, parental leave options, PTO, and a 401(k) plan. The position offers competitive compensation ranging from $129,300 to $223,600 based on location and experience. This is an excellent opportunity to work with one of the world's largest customer service organizations while driving innovation in customer engagement technology.