Amazon.com is broadly recognized as #1 in Customer Service in the US and abroad.
At Amazon we drive innovation and customer obsession into everything we do, and
this is especially true in the Customer Engagement Technology (CET) department.
CET owns the technology to support and enhance our Customer Service Operations
network through our Self Service and Automation features, CRM, contact center
infrastructure, and various client applications. We focus on robust
architecture, world class UX, and leverage our Big Data to drive insights and
solutions through a myriad of applications.
CET 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
Global Product and Technology team whose innovations and strategies will define
the next generation of contact routing for Amazon Customer Service, providing a
seamless customer support experience and ensuring issues are resolved during the
first interaction.
Key job responsibilities
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Own 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 (ML) for improved intents and routing signals, and
preserving customer contact journey data.
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Collaborate with experienced cross-disciplinary Amazonians to conceive,
design, and bring innovative products and services to market.
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Design and build innovative technologies in a large distributed computing
environment, and help lead fundamental changes in the industry.
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Ability to design and code the right solutions starting with broadly defined
problems.
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Work in an agile environment to deliver high-quality software.
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On-call rotation to support the services owned by the Software team
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Peer code reviews
A day in the life
A day in life:Amazon offers a full range of benefits that support you and
eligible family members, including domestic partners and their children.
Benefits can vary by location, the number of regularly scheduled hours you work,
length of employment, and job status such as seasonal or temporary employment.
The benefits that generally apply to regular, full-time employees include:
- Medical, Dental, and Vision Coverage
- Maternity and Parental Leave Options
- Paid Time Off (PTO)
- RRSP
About the team
This role sits on a team within CET focused on Contact Center Management
Systems. We are responsible for every customer contact, ensuring customers can
either resolve via self-service (e.g., Chatbot) or connected with a customer
service associate. Ultimately, we reduce customer effort by improving the
discoverability of customer ingresses, creating a contact experience that
effectively routes the customers to the quickest resolution, as well as
maintaining the overall CS contact center configurations. We ensure quick issue
resolution on the first contact by investing in foundational technologies to
capture and persist routing signals
