Sr. Software Development Engineer, Customer Relationship Management

Amazon's Customer Relationship Management (CRM) organization is redefining how we understand, anticipate, and serve the needs of hundreds of millions of customers worldwide. We sit at the intersection of personalization, predictive intelligence, and large-scale distributed systems-with a mission to create the most intuitive, relevant, and trusted shopping experience in the world. From deeply understanding households and customer missions, to recommending the next best needs to fulfill, to enabling rich exploratory discovery, CRM drives the intelligence that powers Amazon's end-to-end customer journey.

As we enter the next phase of our evolution, we are looking for great engineers to help deliver the next generation of customer and household intelligence across Amazon. This includes developing durable customer memory systems, orchestrating AI agents, building global-scale data and ML pipelines, and enabling partner teams to innovate safely and rapidly on top of our platform. As a Senior Software Development Engineer on this team, you will be a technical leader shaping the architecture, systems, and tooling that form the backbone of this initiative.

You will solve complex, highly ambiguous technical problems-integrating multi-source datasets, designing LLM workflows, building distributed systems that support hundreds of millions of active customers, and delivering low-latency, high-confidence signals to every Amazon experience. You will lead engineering design, influence technical strategy across multiple organizations, and help define the platform that powers customer intelligence for Amazon globally.

Key job responsibilities

• Architect and lead the development of highly scalable, resilient, and low-latency systems that power customer and household intelligence at Amazon scale.
• Build and evolve core data and AI/ML infrastructure, including real-time/batch pipelines, data services, and MLOps frameworks.
• Design and implement AI workflows for needs-based reasoning, exploratory recommendations, and contextual decision-making
• Write high-quality, maintainable code and drive engineering standards across the organization.
• Work through ambiguity, decompose complex business and scientific requirements, and translate them into robust, flexible technical solutions.
• Own the full software lifecycle: architecture, design, implementation, testing, deployment, and operations.
• Collaborate closely with scientists, product managers, and partner teams to launch new capabilities
• Mentor other engineers, foster a culture of technical excellence, and contribute to long-term architectural direction across CRM.

A day in the life

We have an ambitious charter in CRM and you will work in a hybrid, fast-paced organization where scientists, engineers, and product managers work together to build the next generation of targeting and customer engagement optimization services to enable businesses globally at scale. As a Senior Software Development Engineer on our team you will be able to own end-end feature development from helping with defining feature requirements to design and implementation. You will have the opportunity to talk with customers to understand their needs; you will see them adopt the technology you build; and you will use their feedback to inform future development. You will also get your hands on LLMs, Machine Learning, AWS and big data technologies.. Depending on your interests, you may work on a broad range of technical problems or you may focus on full-stack development, back-end distributed systems engineering, space and time optimization, or programming model design and implementation. Regardless of the path you choose, you will grow your skills, solve hard problems, and ship software to customers, learning from and mentoring others along the way.

About the team

Are you passionate about understanding and fulfilling every customer's need at the right time, on the right surface, with the right experience? Do you get excited by the idea of building intelligent systems that combine real-time data, ML, and scalable infrastructure to power personalized actions for millions of customers? If so, the Customer Relationship Management (CRM) team is for you!

We are looking for software engineers to help us reimagine how Amazon discovers, understands, and addresses customer needs across journeys. Our systems power decision-making at scale - ingest billions of events, infer latent customer signals, and make intelligent decisions that enhance customer experience, trust, and business outcomes. We partner with central science teams to bring state-of-the-art ML into production and build modular systems that allow fast iteration and experimentation.

The ideal candidate will bring strong software engineering skills, a deep sense of ownership, and the ability to thrive in a high-ambiguity, high-impact space. You should be excited about diving deep into distributed systems, designing extensible architectures, and building mechanisms to measure success.

This is a rare opportunity to shape the intelligence fabric that powers the next generation of personalized customer experiences at Amazon.