Amazon’s mission is to be Earth’s most customer-centric company, and our Amazon Customer Service (CS) organization is an essential part of that mission. CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates (CSAs) around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 22 languages.
The Network Solutions org within CS is inventing the service network of the future, building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality, redefining the customer service operating model at scale.
The Journey Management (JM) Team within Network Solutions is looking for a Software Development Engineer (SDE) to work on a multi-year, large-scale, enterprise software program. You will be part of a Product and Technology team whose innovations and strategies for AI/ML powered CS Match quality and flywheel will continuously drive optimal customer experience ensuring issues are resolved during the first interaction.
As a Software Development Engineer in Journey Management, you will design and build the systems that power Journey Completion scaling Amazon's Customer Routing. You will be part of the team owning implementation and delivery of the Customer Associate Match Accuracy and Quality Engine leveraging the power of Generative AI (GenAI) and Machine Learning for assessing and detecting Customer Associate Match. You will work cross functionally with partners to take the product from concept to customer release while ensuring the highest level of quality for your deliverables, managing one of the world’s largest and most complex customer service organizations.
Key job responsibilities
- Collaborate with experienced cross-disciplinary Amazonians to conceive, design, and bring innovative products and services to market.
- Design and build innovative technologies in a large, distributed computing environment and help lead fundamental changes in the industry.
- Ability to design and code the right solutions starting with broadly defined problems.
- Work in an agile environment to deliver high-quality software.
- On-call rotation to support the services owned by the Software team
- Peer code reviews
A day in the life
You will be identifying and prioritizing features required to scale CS Network Solutions products on a cloud-based infrastructure, allowing customers to have their needs better understood and engage with CS without language barriers.
About the team
You will be part of a Global Product and Technology team whose innovations and strategies will influence what we build and how we manage our global contact centers. You will partner with teams of Software Development Engineers and Technical Program Managers to execute and iterate to meet the needs of customers who contact Amazon CS.
