About the Role Amazon Customer Service Technology is seeking talented Software Development Engineers who are passionate about creating customer-obsessed solutions that impact millions of customers globally. We believe in optimizing for what's best for customers, our people, and the business – not what's easiest to execute. As part of our engineering teams, you will develop innovative solutions leveraging state of the art technologies including machine learning, large language models, and artificial intelligence to reduce customer effort and deliver frictionless experiences. Our mission is to preserve customer trust while relentlessly protecting customer data and building scalable solutions that empower our Customer Service Associates (CSAs) to treat every customer as a friend.

Key job responsibilities
What You'll Do
• Design and develop scalable, high-performance software solutions that optimize the customer service experience and reduce customer effort
• Lead technical initiatives that support our CSAs in solving complex customer problems with precision and confidence
• Build systems that enable data-driven decision making while maintaining the highest standards of customer data protection and privacy
• Create and implement solutions that empower CSAs to exercise good judgment while providing consistent, reliable customer support
• Collaborate with product managers and stakeholders to identify customer pain points and architect solutions that transcend organizational boundaries
• Develop and maintain monitoring systems that help identify customer impact issues and enable swift resolution through automated escalation paths
• Partner with cross-functional teams to root cause customer experience defects and implement systematic fixes
• Mentor junior engineers while fostering a culture of customer obsession and technical excellence
• Build and maintain tools that help CSAs deliver personalized solutions while maintaining operational efficiency at scale
• Participate in on-call rotations to ensure our systems maintain high availability and reliability, treating every customer issue with urgency


About the team
Technologies You'll Work With
• Core programming languages including but not limited to Java
• Linux operating systems
• AWS services and cloud infrastructure
• Distributed systems and microservices architecture
• Database technologies and data structures