Software Development Engineer, Customer Engagement Technology

Amazon's Customer Engagement Technologies (CET) department is seeking a Software Development Engineer to join their team focused on revolutionizing customer service operations. This role is part of a multi-year, large-scale enterprise software program that will define the next generation of contact routing for Amazon Customer Service. The position sits within CET's CS routing team, responsible for ensuring seamless customer support experiences by connecting customers with the right service associates.

The role involves working with cutting-edge technologies, including Generative AI and Machine Learning, to improve customer service routing and intent recognition. You'll be developing systems that handle one of the world's largest and most complex customer service operations, focusing on reducing customer effort and improving first-contact resolution rates.

As part of the team, you'll collaborate with experienced Amazonians across different disciplines, working in an agile environment to deliver high-quality software solutions. The role offers the opportunity to work on innovative products that directly impact millions of customer interactions, while leveraging Amazon's robust technical infrastructure and resources.

The position comes with comprehensive benefits including medical, dental, and vision coverage, parental leave options, PTO, and a 401(k) plan. Amazon values diversity and welcomes candidates with unique backgrounds and experiences. The compensation is competitive, ranging from $129,300 to $223,600 based on location and experience, plus additional benefits and potential equity compensation.

This is an excellent opportunity for a skilled software engineer who is passionate about customer service technology and wants to make a significant impact on how millions of customers interact with one of the world's largest companies. The role combines technical challenges with customer-focused innovation, making it ideal for someone who enjoys solving complex problems while delivering tangible customer benefits.