Software Development Engineer, Customer Service Technologies

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience — across all of our CS channels — in every interaction. Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network — building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon. We are seeking a Software Development Engineer II to join the engineering team building the Network Control Center (NCC) — an AI-native system that will transform how Amazon detects, responds to, and recovers from incidents across our global Customer Service network. Today, our incident management relies on disconnected tools, multiple manual steps, and reactive detection. You will design, build, and operate the systems that replace this fragmented approach with continuous observability, autonomous response, and intelligent customer recovery — operating in real-time at massive scale. This is a greenfield opportunity on a newly formed team with high ownership and rapid iteration. You will tackle challenging problems spanning real-time signal processing, anomaly detection, autonomous incident response, and closed-loop recovery systems. You will work closely with applied scientists, product managers, and senior engineers to turn ambiguous customer problems into technical designs and ship them to production. The ideal candidate thrives in ambiguity, cares deeply about code quality and operational excellence, and is energized by building systems from scratch that directly impact the experience of millions of customers. Key job responsibilities - Design, build, and operate core platform capabilities for NCC, including real-time observability, incident detection, autonomous response, and customer recovery systems - Own the end-to-end delivery of features and subsystems — from technical design through implementation, testing, deployment, and production operation - Collaborate with applied science teams to integrate ML models for anomaly detection, predictive alerting, and closed-loop learning workflows into production systems - Solve hard distributed systems problems — real-time event processing at scale, low-latency decision making, and fault-tolerant service design - Operate what you build — participate in on-call rotations, build operational dashboards and runbooks, and drive continuous improvement of system reliability - Contribute to technical design discussions, code reviews, and engineering best practices that raise the bar across the team - Mentor junior engineers on system design, code quality, and operational best practices About the team Network Solutions is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. The Network Control Center is a new initiative within Network Solutions focused on ensuring network health and reliability through continuous observability, situational awareness, and proactive intervention — leveraging AI to monitor, interpret, and act on risks to customer journeys across all channels.