Amazon.com is broadly recognized as number one 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, 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
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, you will work on improved intents and routing signals, and preserve 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.
- Ability to design and code the right solutions starting with broadly defined problems.
- Work in an agile environment to deliver high-quality software.
- On-call rotation to support the services owned by the Software team
- Conduct Peer code reviews.

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:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!


About the team
This role sits on a team within CET focused on CS routing. We are responsible for every customer contact, ensuring customers are connected to a customer service associate who is able to solve their issue on the first contact. Ultimately, we reduce customer effort by improving the discoverability of customer entry points, creating a contact experience that effectively identifies customers' issues and preserves them across the customer journey, for a seamless transition between automated and human support. The role ensures quick issue resolution on the first contact by investing in foundational technologies to capture and persist routing signals.