Software Development Engineer, Amazon Customer Service AI powered Content Solutions

We are seeking a talented leader with strong technical background to join our Customer Experience Products organization on the CS (Amazon Customer Service) Content Solutions team. In this pivotal role, you will be reimagining how we create and manage content in a Native AI-world, distilling long-form CS help articles, policies, and standard operating procedures to their core underlying policy facts ("Knowledge Artifacts"). You will have the opportunity to influence a large group of product owners, software engineers, machine learning experts, and data scientists globally as we build the foundation that AI powers customer service experiences across Amazon. This role will give you the chance to tackle challenges that influence millions of customers, sellers, and products around the world across diverse set of marketplaces, languages and locales

Key job responsibilities

• Lead the design, implementation, and successful delivery of large-scale software efforts involving significant work on the CS Knowledge platform, working backwards from customer needs to define vision and architecture.
• Architect and develop robust, scalable services that handle millions of concurrent users and billions of requests
• Champion software development best practices by implementing both traditional methodologies and AI-enhanced tools for code standards, testing, and debugging
• Partner with diverse stakeholders to understand requirements, priorities, and processes, serving as the primary point of contact for project deliverables across teams.
• Propose and implement new projects and system improvements, setting clear, measurable quality goals for your organization in a data-driven way that improves performance and cost efficiency.

A day in the life

As a Software Development Engineer, you"ll be a technical leader helping drive decisions that impact critical customer experiences. You"ll tackle complex technical initiatives head-on, building high-quality, scalable systems that serve our global customer base. Working closely with principal engineers, you"ll help shape our technical architecture while maintaining direct ownership of key components.

About the team

This role sits within the Customer Experience Products organization on the CS Knowledge team. Our vision is a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, and is served-up effectively across all channels. We"re shifting the paradigm for content creation and maintenance, moving from an output-driven approach based on static content types to a trusted set of artifacts about Amazon products, services, and policies that generate accurate, consistent, and personalized content in any form. Join our team to help build the foundation that powers customer service experiences across Amazon.