Software Development Engineer, Amazon Customer Service

The Amazon Customer Service (CS) organization is at the forefront of customer experience – seeking to delight our customers in every interaction they have, whether through self-serve technology and tools (e.g., chatbots), or by interacting directly with our associates. Customer Service works to offer effective, empathetic, and efficient issue resolution when our customers need us, and are also champions of driving defects out of customer experiences across the entire company, relentlessly advocating on behalf of customers and keeping them at the heart of everything we do. The AE-Tech (Associate Experience Tech) team is seeking a talented Software Development Engineer to help us shape the future of CS through innovative technology solutions. As a Software Development Engineer, you'll have the exciting opportunity to leverage industry-leading technologies, including AI, to create products that directly impact Customer Service Associates (CSAs) and Amazon customers. You'll work at the forefront of pioneering AI-native development, building AI-powered solutions that detect and resolve customer issues with unprecedented efficiency and accuracy. In this role, you'll have end-to-end ownership working closely with cross-functional stakeholders to deliver award-winning customer service experiences. You'll help drive innovations that raise the bar in both operational health and team culture while contributing to the long-term vision for our systems. If you're passionate about solving challenging problems with innovative yet simple solutions and want to make a meaningful impact at scale, this role offers the perfect opportunity to shape how Amazon provides Earth's most customer-centric service experience. Key job responsibilities - Take ownership of software design, documentation, development, engineering approaches, delivery and support of services we build. - Collaborate with leaders, work backwards from customer needs, identify problems, propose innovative solutions, relentlessly raise standards, to enable our Customer Service Associates (CSAs) in making a positive impact on hundreds of millions of customers. - Collaborate with team members to define the next generation of CS in partnership with Amazon Web Services technology teams. - Build exciting features and new services to empower our CSAs at scale. A day in the life - Develop end-to-end solutions to support Customer Service associates. - Use and develop tools, services, and processes that collect and rationalize data from different sources. - Participate in an on-call rotation with your team to support the software developed. - Identify and troubleshoot recurring platform issues with effective escalation to senior-level engineering teams. - Contribute to documentation, process, and procedures. About the team The Associate Experience Tech (AE Tech) team develops products to support Amazon's Customer Service Associates (CSAs) in delivering Earth's most customer-centric customer service. Working backwards from CSAs as our primary customers, we build effortless solutions to handle and resolve customer contacts while providing insights that help delight customers with each interaction. Our team is pioneering AI-native development, creating AI-powered solutions that detect and resolve customer issues efficiently. We foster an environment of innovation and collaboration, where team members are empowered to push boundaries and create meaningful impact for both CSAs and the customers they serve.