AmazonSoftware Development Engineer, Amazon Customer Service
Amazon is hiring a Software Development Engineer, Amazon Customer Service in Seattle, United States. It pays $144k-$194k a year and Level rates it ; you can apply on Level.
AI in this role
Build AI-powered software solutions and features to empower Amazon Customer Service associates and resolve customer issues efficiently.
The AE-Tech (Associate Experience Tech) team is seeking a talented Software Development Engineer to help us shape the future of CS through innovative technology solutions. As a Software Development Engineer, you'll have the exciting opportunity to leverage industry-leading technologies, including AI, to create products that directly impact Customer Service Associates (CSAs) and Amazon customers. You'll work at the forefront of pioneering AI-native development, building AI-powered solutions that detect and resolve customer issues with unprecedented efficiency and accuracy.
In this role, you'll have end-to-end ownership working closely with cross-functional stakeholders to deliver award-winning customer service experiences. You'll help drive innovations that raise the bar in both operational health and team culture while contributing to the long-term vision for our systems. If you're passionate about solving challenging problems with innovative yet simple solutions and want to make a meaningful impact at scale, this role offers the perfect opportunity to shape how Amazon provides Earth's most customer-centric service experience.
Key job responsibilities
- Take ownership of software design, documentation, development, engineering approaches, delivery and support of services we build.
- Collaborate with leaders, work backwards from customer needs, identify problems, propose innovative solutions, relentlessly raise standards, to enable our Customer Service Associates (CSAs) in making a positive impact on hundreds of millions of customers.
- Collaborate with team members to define the next generation of CS in partnership with Amazon Web Services technology teams.
- Build exciting features and new services to empower our CSAs at scale.
A day in the life
- Develop end-to-end solutions to support Customer Service associates.
- Use and develop tools, services, and processes that collect and rationalize data from different sources.
- Participate in an on-call rotation with your team to support the software developed.
- Identify and troubleshoot recurring platform issues with effective escalation to senior-level engineering teams.
- Contribute to documentation, process, and procedures.
About the team
The Associate Experience Tech (AE Tech) team develops products to support Amazon's Customer Service Associates (CSAs) in delivering Earth's most customer-centric customer service. Working backwards from CSAs as our primary customers, we build effortless solutions to handle and resolve customer contacts while providing insights that help delight customers with each interaction. Our team is pioneering AI-native development, creating AI-powered solutions that detect and resolve customer issues efficiently. We foster an environment of innovation and collaboration, where team members are empowered to push boundaries and create meaningful impact for both CSAs and the customers they serve.
Basic qualifications
- 3+ years of non-internship professional software development experience
- 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- Experience programming with at least one software programming language
Preferred qualifications
- 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
- Experience programming with at least one modern language such as Java, C++, or C# including object-oriented design, or experience in machine learning, data mining, information retrieval, statistics or natural language processing
- 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 - 143,700.00 - 194,400.00 USD annually
How we rate this
Software Development Engineer, Amazon Customer Service at Amazon rates 85 out of 100 for how much of the daily work is AI. That makes it Builds AI (AI Level 4 of 4). The level is about AI in the job, not seniority.
Builds AI. The job is building AI systems.
- ●●●● 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
Questions you could be asked
- What NLP problem have you worked on, and how did you measure whether it actually worked?
- Tell me about a project where software development was part of your work. What did you do?
- Tell me about a project where ai native development was part of your work. What did you do?
- Tell me about a project where system design was part of your work. What did you do?
- Walk me through how you've used AWS in your day-to-day work.
Adapt your resume
- List these exact terms on your resume: NLP, Software Development, AI Native Development, System Design, and AWS. 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.
- Lead with what you built, trained or shipped. This role is judged on the AI system itself, not the tools around it.
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