Senior Software Development Engineer, Amazon Customer Service

Job description

Amazon Customer Service (CS) is transforming how we deliver exceptional experiences to millions of customers worldwide, and we're seeking a Senior Software Development Engineer to help build the next generation of intelligent solutions. In this role, you'll design and implement agentic systems that help Customer Service Agents provide tailored, seamless experiences for our customers. You'll also work on a modern security and threat detection layer which dynamically provisions user access only when needed.

This is an opportunity to work on systems that operate at Amazon scale, processing vast amounts of data and translating complex signals into actionable information for stakeholders ranging from frontline associates to senior leadership. You'll work on multiple greenfield projects leveraging the newest emerging technologies.

Key job responsibilities

Key job responsibilities

- Design, deliver, and lead feature delivery end-to-end

- Contribute to defining the long-term technical roadmap of the team through architecture plans and yearly planning cycles

- Build components within scalable architectures that process customer interaction data, applying generative AI techniques to surface meaningful patterns and personalized insights

- Contribute to and own architectural decisions that balance innovation with operational excellence

- Mentor and grow other members of the team

- Write clear technical documents including design proposals, operational runbooks, and post-incident reviews

- Integrate emerging technologies, particularly generative AI and large language models, into production systems

- Collaborate with product managers, UX designers, and business stakeholders to translate requirements into well-scoped technical solutions

- Identify and drive improvements to engineering processes, tooling, and operational practices within the team

About the team

Engineers are empowered to build. We encourage an environment of rapid incremental delivery where we frequently learn from what we ship. You'll find a culture of psychological safety where asking questions is encouraged, experimentation is valued, and learning from failures drives continuous improvement. We are deeply invested in your personal growth through peer collaboration and regular career development discussions.

You will have the ability to make a direct visible impact on the hundreds of thousands of associates who use our tools and the millions of customers they support.