Job Description
The Amazon Customer Service (CS) organization is at the forefront of customer experience - seeking to delight our customers in every interaction they have, whether through self-serve technology and tools (e.g., chatbots), or by interacting directly with our associates. Customer Service works to offer effective, empathetic, and efficient issue resolution when our customers need us, and are also champions of driving defects out of customer experiences across the entire company, relentlessly advocating on behalf of customers and keeping them at the heart of everything we do.
The Customer Journey team is seeking a talented Software Development Engineer to help us shape the future of CS through intelligent, AI-powered contact matching. As a Software Development Engineer, you"ll have the exciting opportunity to leverage industry-leading technologies - including real-time ML inference, large-scale distributed systems, and Generative AI - to build systems that intelligently connect the right customer to the right associate at the moment of contact. You"ll work at the forefront of pioneering AI-native development, replacing traditional queue-based routing with precision scoring that understands customer intent, models associate proficiency, and resolves issues with unprecedented efficiency and accuracy.
Key job responsibilities
As a Software Development Engineer in Customer Journey, you will take part in the implementation and delivery of contact center systems built on top of our next-generation routing system, leveraging the power of Generative AI (GenAI) and Machine Learning for improved intents and routing signals, and preserving customer contact journey data. 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 worlds largest and most complex customer service organizations.
- 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
- Conduct peer code reviews
About the team
This role sits on a team within Customer Journey focused on CS routing and matching. We are responsible for every customer contact, ensuring customers get to a customer service associate able to solve their issue within the first contact. Ultimately, we reduce customer effort by improving the discoverability of customer ingresses, creating a contact experience that effectively identifies the customer issue and preserves it across the customer journey for a seamless transition between automated and human support, and ensures quick issue resolution on the first contact by investing in foundational technologies to capture and persist routing signals.
Numbers & Facts
| Location | Seattle, WA |
| Industry | Retail |
| Company Size | 10,000 employees or more |
| Year Founded | 1994 |
| Website | http://Amazon.com/militaryroles |
About Company
At Amazon, we don’t wait for the next big idea to present itself. We envision the shape of impossible things and then we boldly make them reality. So far, this mindset has helped us achieve some incredible things. Let’s build new systems, challenge the status quo, and design the world we want to live in. We believe the work you do here will be the best work of your life.
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
Wherever you are in your career exploration, Amazon likely has an opportunity for you. Our research scientists and engineers shape the future of natural language understanding with Alexa. Fulfillment center associates around the globe send customer orders from our warehouses to doorsteps. Product managers set feature requirements, strategy, and marketing messages for brand new customer experiences. And as we grow, we’ll add jobs that haven’t been invented yet.
It’s Always Day 1
At Amazon, it’s always “Day 1.” Now, what does this mean and why does it matter? It means that our approach remains the same as it was on Amazon’s very first day – to make smart, fast decisions, stay nimble, invent, and stay focused on delighting our customers. In our 2016 shareholder letter, Amazon CEO Jeff Bezos shared his thoughts on how to keep up a Day 1 company mindset. “Staying in Day 1 requires you to experiment patiently, accept failures, plant seeds, protect saplings, and double down when you see customer delight,” he wrote. “A customer-obsessed culture best creates the conditions where all of that can happen.” You can read the full letter here
Our Leadership Principles
Our Leadership Principles help us keep a Day 1 mentality. They aren’t just a pretty inspirational wall hanging. Amazonians use them, every day, whether they’re discussing ideas for new projects, deciding on the best solution for a customer’s problem, or interviewing candidates. To read through our Leadership Principles from Customer Obsession to Bias for Action, visit https://www.amazon.jobs/principles
Skills
- Artificial Intelligence (AI)unmatched
- Call Centersunmatched
- Code Reviewsunmatched
- Computer Systemsunmatched
- Conversation Engineunmatched
- Cross-Functionalunmatched
- Customer Experienceunmatched
- Customer Support/Serviceunmatched
- Distributed Computingunmatched
- Identify Issuesunmatched
- Large-Scale Systemsunmatched
- Machine Learningunmatched
- On Callunmatched
- Problem Solving Skillsunmatched
- Software Developmentunmatched
- Software Engineeringunmatched
- Technical Leadershipunmatched
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