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 Technologies (CET) department. CET owns the technology to support and enhance our Customer Service Operations network through our self-service and Automation features, Customer relationship management (CRM), contact center infrastructure, and various client applications.

We are looking for Software Development Engineers (SDEs) to start a project with strategic significance and high exposure. We seek candidates who are results-oriented, data-driven, innovative, and passionate about creating new comprehensive customer engagement services/solutions.

Key job responsibilities
As a Software Development Engineer in CET, 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 world's 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.
- Work in an agile environment to deliver high-quality software.
- Use SCRUM, test-driven development, and continuous deployment to deliver projects based on realistic timelines and resource constraints.

A day in the life
In this role, you'll spend your day coding complex features and architecting scalable solutions. You'll regularly coordinate with Product, UX, and Operations partners, translating business requirements into technical specifications and ensuring alignment across teams. In this fast-paced environment, you'll balance multiple projects, conduct code reviews, and drive technical decisions while collaborating closely with cross-functional stakeholders.

About the team
The mission of the CET team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key member of our tech team and will influence our science and engineering teams to deliver products based on generative AI.