Sr. Software Development Engineer, CS Knowledge

Join Amazon's Customer Service (CS) technology organization as a Senior Software Development Engineer working on platform-level horizontal services. This role focuses on developing and maintaining search and retrieval capabilities across the Global Content Store (GCS) and other content repositories. The team is responsible for optimizing content discoverability, implementing advanced search algorithms, and ensuring accurate query results across billions of monthly requests globally.

The position offers exciting opportunities to work with cutting-edge technologies, including the latest versions of Large Language Models (LLMs) and generative AI initiatives that are transforming customer service operations. You'll be developing solutions that support content indexing, content chunking, taxonomy management, and multilingual search functionalities, all aimed at enabling seamless access to support content for both customer self-service and associate systems.

As part of Amazon Customer Service, you'll be working towards making customer service experiences effortless for Amazon's global customer base. The team's mission is to anticipate, evaluate, prevent, and eliminate customer effort in supporting Amazon products and services. This involves setting knowledge strategy across various verticals including Retail, Digital, Shipping and Delivery Service, and Amazon Business.

The role combines strategic thinking with hands-on technical expertise, requiring both architectural vision and practical implementation skills. You'll be working in a dynamic environment where decisions are data-driven and collaboration with engineering, science, and product teams is essential. The position offers the opportunity to make a significant impact on Amazon's customer service technology stack while working with some of the most advanced AI and search technologies available.