Come build the future of one of the world’s largest customer service platforms
at Amazon!
The Amazon Customer Service (CS) organization seeks to delight our customers in
every interaction they have, from self-serve technology to direct interaction
with customer service associates. Customer Service works to offer effective,
empathetic, and efficient issue resolution when our customers need us, and are
champions of driving defects out of customer experiences across the entire
company.
The Contact Handling Experience team within CS plays a critical part of that
mission by ensuring associates are at their best to solve customer issues,
empowered with effective tools, training and coaching. We own associate-facing
solutions which empower them to solve customer problems, as well as AI-powered
coaching and contact analysis systems which establish new standards for customer
service excellence across the CS organization.
The Contact Handling Experience team is seeking a innovative Sr. Software
Development Engineer to lead technical strategy and support the team’s growth
through mentorship.
As Customer Service evolves toward a vision which leverages Generative AI to
give both customers and associates the support they need at scale, you will help
define our technical strategy. We're looking for technical minds who can
innovate and build robust solutions.
Key job responsibilities
- Own the full stack, from Lambda and Fargate-based compute through React
frontends.
- Define a technical strategy to evolve the team and org architecture to enable
delivery at scale.
- Navigate the team through greenfield projects, mentoring SDEs and
collaborating with Sr. SDEs and PEs.
- Work with cross-functional teams, including Product, UX, Data Science and
Business Intelligence, to conceive, design and implement innovative solutions.
- Work in an agile environment to deliver high-quality software consistently.
A day in the 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
The Contact Handling Experience (CHEX) team develops products to deliver Earth's
most customer-centric customer service. Working backwards from CSAs as the
customers served by these products, the team builds effortless solutions to
handle and resolve customer contacts while providing insights to delight
customers with each interaction.
You will work closely with colleagues across cross-functional stakeholder teams
within Amazon to drive collaboration and influence them to prioritize projects,
meet objects and adhere to business plans towards shared objectives. You will
have opportunity to stay customer obsessed by observing the associate and
customer experience through activities like Gemba walks and contact listening.
Basic Qualifications: - 5+ years of non-internship professional software
development experience
- 5+ years of programming with at least one software programming language
experience
- 5+ years of leading design or architecture (design patterns, reliability and
scaling) of new and existing systems experience
- Experience as a mentor, tech lead or leading an engineering team Preferred
Qualifications: - 5+ years of full software development life cycle, including
coding standards, code reviews, source control management, build processes,
testing, and operations experience
- Bachelor's degree in computer science or equivalent
- Experience leveraging and extending Generative AI solutions in user-facing
and/or developer-facing applications.
Amazon is an equal opportunity employer and does not discriminate on the basis
of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our
customers. If you have a disability and need a workplace accommodation or
adjustment during the application and hiring process, including support for the
interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations
[https://amazon.jobs/content/en/how-we-hire/accommodations] for more
information. If the country/region you’re applying in isn’t listed, please
contact your Recruiting Partner.
