AmazonSoftware Development Engineer, Amazon Customer Service
Amazon is hiring a Software Development Engineer, Amazon Customer Service in Austin, United States. It pays $144k-$194k a year and Level rates it ; you can apply on Amazon.
Level's read on this job
- On Level's scale, this software engineer role is Works on AI ●●●○: the daily work is on AI products, without building the model.
- The posting mentions AWS, agentic AI and machine learning among its tools and skills.
- Level classes it as a mid-level role.
- Amazon has 21,000+ other open roles on Level.
- Posted within the past week.
AI in this role
Design and build scalable defect elimination systems and agentic AI solutions to autonomously triage and resolve issues.
We didn’t make Amazon a trillion-dollar company, our customers did, and we want to ensure that our customers always have a positive experience that keeps them coming back to Amazon. To help achieve this, the Customer Experience Improvement (CXI) team, within Amazon Customer Service (CS), relentlessly focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. CXI engineers solve complex problems and build scalable, robust solutions to help our customers navigate through issues and eliminate systemic defects to prevent future issues and identify critical customer experience improvement opportunities. This role will leverage latest technologies and Agentic AI solutions to autonomously eliminate defects at scale to improve customer experience.
Key job responsibilities
- Design, develop, and own scalable solutions that empower Amazon to deliver a defect-free experience for customers.
- Build intuitive tools for Customer Service Associates (CSAs) to escalate critical issues, and develop complex integrations with Tier-1 Amazon systems and advanced science models to detect, triage, and resolve systemic defects.
- Tackle complex technical challenges, create innovative solutions with direct impact on customer trust, and work on systems critical to Amazon's operational excellence.
About the team
ARCADE (Automated Root Causing, Attribution and Defect Elimination) is the Defect Elimination system within CXI Tech, manifesting Amazon's commitment to preventing customers from receiving defective products that degrade their experience. ARCADE leverages AI to transform how we detect repeat negative customer experiences and eliminate the underlying upstream defects at scale. The CXI Tech team re-imagines how we leverage customer interactions and feedback — through modular capabilities spanning Detection, Triage, Root Cause, Attribution, and Resolution — to enable more reliable and faster defect elimination that drives customer experience improvements throughout the consumer business. The system combines associate-driven signals (empowering front-line CSAs to flag product problems) with statistical and machine learning-based automated detection, intelligent prioritization, and increasingly autonomous investigation through our agentic ecosystem. ARCADE serves multiple tenants including Andon Cords (high-severity defects) and customer service quality, providing a unified, scalable approach to defect elimination across Amazon.
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
- 1+ years of designing and developing large-scale, multi-tiered, multi-threaded, embedded or distributed software applications, tools, systems, and services using: C#, C++, Java, or Perl experience
- 1+ years of Object Oriented Design experience
- Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field
Preferred qualifications
- 3+ 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, TX, Austin - 143,700.00 - 194,400.00 USD annually
How we rate this
Software Development Engineer, Amazon Customer Service at Amazon rates 60 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.
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. Read the description and count the AI tools, models and workflows it names.
Prepare for this job
Built from this posting and from similar jobs on Level.
Skills and AI tools this role asks for
Also common in software engineer jobs at this level
Pay
- This job starts at
- $144k
- Typical software engineer job
- $168k
This posting starts 15% below the typical software engineer job. See software engineer jobs
Questions you could be asked
- Tell me about a project where agentic ai was part of your work. What did you do?
- Tell me about a project where machine learning was part of your work. What did you do?
- Tell me about a project where software engineering was part of your work. What did you do?
- Tell me about a project where root cause analysis 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: Agentic AI, Machine learning, Software Engineering, Root Cause Analysis, 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.
- 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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