Software Development Engineer, Customer Experience Improvement - Defect Enrichment

We see our customers as invited guests to a party, and we are the hosts. It"s our job every day to make every important aspect of the customer experience a little bit better." - Jeff Bezos, Founder & CEO

We didn't make Amazon a trillion-dollar company, our customers did, and we want to ensure that our customers always have a positive experience that keeps them coming back to Amazon. To help achieve this, the Customer Experience Improvement (CXI) team, within Amazon Customer Service (CS), relentlessly focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. CXI engineers solve complex problems and build scalable, robust solutions to help our customers navigate through issues and eliminate systemic defects to prevent future issues and identify critical customer experience improvement opportunities. This role will leverage latest technologies and Agentic AI solutions to autonomously eliminate defects at scale to improve customer experience.

Key job responsibilities

• Design, develop, and own scalable solutions that empower Amazon to deliver a defect-free experience for customers.
• Build intuitive tools for Customer Service Associates (CSAs) to escalate critical issues, and develop complex integrations with Tier-1 Amazon systems and advanced science models to detect, triage, and resolve systemic defects.
• Tackle complex technical challenges, create innovative solutions with direct impact on customer trust, and work on systems critical to Amazon"s operational excellence.

About the team

ARCADE (Automated Root Causing, Attribution and Defect Elimination) is the Defect Elimination system within CXI Tech, manifesting Amazon"s commitment to preventing customers from receiving defective products that degrade their experience. ARCADE leverages AI to transform how we detect repeat negative customer experiences and eliminate the underlying upstream defects at scale. The CXI Tech team re-imagines how we leverage customer interactions and feedback - through modular capabilities spanning Detection, Triage, Root Cause, Attribution, and Resolution - to enable more reliable and faster defect elimination that drives customer experience improvements throughout the consumer business. The system combines associate-driven signals (empowering front-line CSAs to flag product problems) with statistical and machine learning-based automated detection, intelligent prioritization, and increasingly autonomous investigation through our agentic ecosystem. ARCADE serves multiple tenants including Andon Cords (high-severity defects) and customer service quality, providing a unified, scalable approach to defect elimination across Amazon.