Quality Assurance Engineer, Amazon Customer Service

Job description

We are looking for a passionate, experienced Quality Assurance Engineer (QA) Engineer to join our team and help us reimagine how we drive quality, testing, and efficiency across customer service experiences that impact millions of customers worldwide.

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 that experience, working relentlessly to give customers a convenient, high-quality, and delightful interaction across every CS channel. Within CS, Network Solutions designs, plans, and operates 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 a competitive advantage for Amazon.

You will join the Customer Journey engineering team, which is building the next generation of customer service channel experiences — giving customers visibility, choice, and control over how and when they connect, and eliminating the wait entirely. You will own the quality strategy for the AI-native systems that turn customer service from a queue you wait in into a promise Amazon keeps, orchestrating the journey across every channel to guide each customer to the optimal resolution path, all operating in real time at massive scale.

As a QAE, you will innovate our QA processes and build repeatable, automatable QA systems. You will partner with Product Managers, QAEs, SDETs, and SDEs to understand features and their technical implementation; identify use cases; create test plans; define test strategies; and build manual and automated test cases that let you report to stakeholders on the quality and reliability of our products. You will own and drive the test strategy, enforce design for testability, and leverage and evangelize Gen AI and quality best practices.

Key job responsibilities

- Work with product managers, review BRDs and analyze system designs to develop comprehensive test strategies and test plans.

- Design, develop, and maintain automated test suites using black-box and white-box testing techniques

- Lead manual QA efforts and coordinate testing with cross-functional teams across geographies

- Find, isolate, document, regress and track bugs through resolution

- Debug complex issues using logs, monitoring tools, and service internals

- Define scope and deliverables on manual and automation projects, driving execution end-to-end

- Develop and track quality metrics to drive continuous improvement

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 Customer Journey team is a new initiative within Network Solutions focused on orchestrating the customer journey across all channels, ensuring each customer is guided to the optimal resolution path with the least effort and highest likelihood of success, including new capabilities that perfectly match customers with the best resource to resolve their issue fast and friction-free.