Senior Software Development Engineer , Amazon Customer Service AI powered Content Solutions

AI in this role

Lead the design and architecture of AI-powered content creation and knowledge management platforms for Amazon Customer Service.

pythonmachine-learning

software-engineeringsystem-architectureai-enhanced-developmentknowledge-management

We are seeking a talented leader with strong technical background to join our Customer Experience Products organization on the CS (Amazon Customer Service) Content Solutions team. In this pivotal role, you will be reimagining how we create and manage content in a Native AI-world, distilling long-form CS help articles, policies, and standard operating procedures to their core underlying policy facts ('Knowledge Artifacts'). You will have the opportunity to influence a large group of product owners, software engineers, machine learning experts, and data scientists globally as we build the foundation that AI powers customer service experiences across Amazon. This role will give you the chance to tackle challenges that influence millions of customers, sellers, and products around the world across diverse set of marketplaces, languages and locales

Key job responsibilities
- Lead the design, implementation, and successful delivery of large-scale software efforts involving significant work on the CS Knowledge platform, working backwards from customer needs to define vision and architecture.
- Architect and develop robust, scalable services that handle millions of concurrent users and billions of requests
- Champion software development best practices by implementing both traditional methodologies and AI-enhanced tools for code standards, testing, and debugging
- Partner with diverse stakeholders to understand requirements, priorities, and processes, serving as the primary point of contact for project deliverables across teams.
- Propose and implement new projects and system improvements, setting clear, measurable quality goals for your organization in a data-driven way that improves performance and cost efficiency.

A day in the life
As a Senior Software Development Engineer, you'll be a technical leader helping drive decisions that impact critical customer experiences. You'll tackle complex technical initiatives head-on, building high-quality, scalable systems that serve our global customer base. Working closely with principal engineers, you'll help shape our technical architecture while maintaining direct ownership of key components.

About the team
This role sits within the Customer Experience Products organization on the CS Content team. Our vision is a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, and is served-up effectively across all channels. We're shifting the paradigm for content creation and maintenance, moving from an output-driven approach based on static content types to a trusted set of artifacts about Amazon products, services, and policies that generate accurate, consistent, and personalized content in any form. Join our team to help build the foundation that powers customer service experiences across Amazon.

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

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 for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 168,100.00 - 227,400.00 USD annually

How we rate this

Senior Software Development Engineer , Amazon Customer Service AI powered Content Solutions at Amazon rates 65 out of 100 for how much of the daily work is AI. That makes it Works on AI (AI Level 3 of 4). The level is about AI in the job, not seniority.

Classification

Works on AI. The daily work is on AI products, without building the model.

●●●● Builds AI80 to 100
●●●○ Works on AI60 to 79
●●○○ Uses AI40 to 59
●○○○ Little AI0 to 39

Levels come from how often the tools, models and workflows of the role are named in the posting itself. Open the description and count.

Prepare for this job

A free preview built only from this posting: what it asks for, what you could be asked in an interview, and how to adjust your resume.

Skills and AI tools this role asks for

Software EngineeringSystem ArchitectureAI Enhanced DevelopmentKnowledge ManagementPythonMachine Learning

Questions you could be asked

Tell me about a project where software engineering was part of your work. What did you do?
Tell me about a project where system architecture was part of your work. What did you do?
Tell me about a project where ai enhanced development was part of your work. What did you do?
Tell me about a project where knowledge management was part of your work. What did you do?
Walk me through how you've used Python in your day-to-day work.

Adapt your resume

List these exact terms on your resume: Software Engineering, System Architecture, AI Enhanced Development, Knowledge Management, and Python. An applicant tracking system matches the wording, not the idea.
Attach one line of real, concrete experience to at least one of them — a tool named with nothing behind it rarely survives a human read.
Show where AI is part of your daily process, not a one-off project — this role expects it to be a running habit.

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