Software Dev Engineer

Amazon Customer Service (CS) is hiring a Software Development Engineer II to join the Associate Experience team. Our 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 Customer Service Associates (CSA). Customer Service works to offer effective, empathetic, and efficient issue resolution when our customers need us, and we 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. As a Software Development Engineer II on this team, you will design, develop, and own comprehensive customer engagement services and solutions that anticipate and resolve customer questions at global scale. You will partner with cross-functional teams to drive technical strategy and improvements to our technology platform, owning systems that power the ultimate customer service experience. You will also contribute to engineering best practices and mentor junior engineers on the team. You should be somebody who thrives on solving difficult technical problems, designing scalable solutions, and feels strongly about building reliable software with a customer-centric mindset. We use Scrum, test-driven development, and continuous deployment to deliver projects by making effective trade-offs between time, quality, and resources. If you are results-oriented, data-driven, and passionate about creating innovative customer experiences through technology, we would love to connect with you. Key job responsibilities Design, develop, and own software services and tools that solve difficult business and operational problems, delivering with a focus on simplicity and scalability Optimize and enhance existing systems for performance, reliability, and maintainability at Amazon scale Make informed technical decisions on system design, technology selection, and problem-solving approaches with limited guidance Identify and mitigate technical risks early in the development lifecycle, escalating when appropriate Partner with engineers and cross-functional teams to contribute to design reviews, align on technical direction, and drive improvements across team boundaries Make effective trade-offs between time, quality, and resources to deliver high-quality results within project timelines Track, analyze, and act on key metrics to optimize system performance and drive continuous improvement Identify and implement engineering process improvements, contributing to operational excellence and best practices across the team Mentor junior engineers by providing technical guidance, conducting code reviews, and fostering a culture of learning and high standards Write clear technical documentation, including design documents and operational runbooks, to support system ownership and team knowledge sharing A day in the life As a Software Development Engineer II on the Associate Experience team, no two days look exactly the same — but each one centers on building technology that makes a real difference for Customer Service Associates (CSAs) and the customers they serve. You might start your morning reviewing metrics from a recent deployment, analyzing how a feature you own is performing at scale and identifying areas for optimization. Then you could be deep in a design review with your team, debating trade-offs between approaches for a new generative AI-powered automation feature. After that, you shift to hands-on coding — writing, testing, and shipping production-quality code using test-driven development and continuous deployment practices. Throughout the day, you collaborate with product managers and other SDEs to shape technical direction and translate customer needs into scalable solutions. You also make time to review pull requests from teammates and mentor junior engineers on best practices. Some days involve investigating and resolving production issues, making quick decisions to mitigate risks and keep systems running reliably. By end of day, you have contributed meaningfully to services that touch millions of customer interactions worldwide. About the team The Associate Experience team develops products to support Amazon's Customer Service Associates (CSAs) in delivering seamless customer service. Our mission is to empower CSAs with intelligent solutions — powered by generative AI, machine learning, and automation — that anticipate customer needs and accelerate issue resolution at global scale. We build AI assistants, contact automation, and real-time insight tools that reduce CSA effort and improve the customer experience with every interaction. Our team values innovation, ownership, and collaboration, and you will have the opportunity to work alongside talented engineers who are passionate about using cutting-edge technology to make a meaningful impact on how millions of customers experience Amazon support.