Software Development Engineer, Customer Engagement Technology

Amazon.com is broadly recognized as #1 in customer service in the US and abroad. The Customer Engagement Technologies (CET) department is seeking a Software Development Engineer to work on their next-generation contact routing system. This role is part of a multi-year, large-scale enterprise software program.

As an SDE in CET, you'll be implementing contact center systems leveraging Generative AI and Machine Learning for improved intents and routing signals. You'll be responsible for preserving customer contact journey data and working cross-functionally to take products from concept to release.

Key Responsibilities:

• Collaborate with cross-disciplinary teams to design and bring innovative products to market
• Design and build technologies in a large distributed computing environment
• Solve broadly defined problems with effective solutions
• Work in an agile environment delivering high-quality software
• Participate in on-call rotations
• Conduct peer code reviews

The role is part of the CS routing team within CET, responsible for connecting customers to the right customer service associates for first-contact resolution. The team focuses on reducing customer effort by improving entry point discoverability and creating seamless transitions between automated and human support.

Benefits include:

• Comprehensive medical, dental, and vision coverage
• Maternity and parental leave
• Paid Time Off (PTO)
• 401(k) plan
• Competitive base salary ranging from $129,300 to $223,600 depending on location
• Additional compensation may include equity and sign-on payments

This is an excellent opportunity for a skilled developer who wants to make an impact on customer service technology at a global scale. The role offers the chance to work with cutting-edge technologies while solving complex problems that affect millions of customers.