Description

On the Customer Engagement Technology team, part of Amazon’s Customer Service organization, we redefine the customer contact experience by exposing a messaging-based contact channel (Contact Us / Message Us) and new technology-based chat channels using an automated assistant (chatbot) to better understand the customer problem and guide them to resolution via automation. Contact Us, is a bot-first, text-based contact channel which uses cutting-edge technologies and machine learning built in-house from the ground up.

We focus on building scalable platforms and systems for customers and associates to power automation globally across many languages for the billions of customers and thousands of associates that use our products in many marketplaces every day. We also invest in experimentation to identify new and inventive ways to build chat/touch/voice experiences that aim to delight customers.

Key job responsibilities

As a Software Development Engineer on this team, you will collaborate with other Senior Software Engineers to drive improvements to our technology, design and develop new services and solutions, and build and track metrics to ensure high quality results. Your solutions will provide the ultimate customer service experience needed to anticipate and resolve customer's questions using the Chat platform. You will have the opportunity to work with business partners and leadership, influence and drive product vision and lead the design of our systems.

At Amazon, we are known for our customer obsession. We need your ideas and your ability to take initiative, innovate, and produce results as we continuously improve the customer experience.

We use SCRUM, test-driven development, and continuous deployment to deliver projects based on realistic timelines and resource constraints.

A day in the life

You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary:

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:

1. Medical, Dental, and Vision Coverage

2. Maternity and Parental Leave Options

3. Paid Time Off (PTO)

4. 401(k) Plan

About the team

The mission of the CET team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.

Basic Qualifications

• 3+ years of non-internship professional software development experience

• 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience

• Experience programming with at least one software programming language

Preferred Qualifications

• 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience

• Bachelor's degree in computer science or equivalent

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Pursuant to the San Francisco Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $129,300/year in our lowest geographic market up to $223,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.