Software Development Engineer, Amazon Customer Service

AI in this role

Build next-generation AI observability and evaluation infrastructure for customer service applications.

distributed-systems

ai-agentssoftware-engineeringai-observabilityevaluation-infrastructuredistributed-systems

Amazon's mission is to be "Earth's most customer-centric company," and our award-winning Customer Service team is a key part of that mission. Amazon Customer Service (CS) is among the world's largest customer service organizations, with tens of thousands of Customer Service Associates providing world-class support around the clock in over 20 languages. The QUEST team enhances CS by developing sophisticated products for both customers and Customer Service Associates. These solutions enable seamless self-service and automation for customers while empowering associates to effectively address issues through intuitive, human-centered design.

We are seeking a talented Software Development Engineer to join our Customer Experience QUEST organization within the CS team. In this role, you will help build the next generation of AI observability and evaluation infrastructure. You will design and implement distributed systems that process millions of agent traces daily, build self-service tooling that enables hundreds of AI application teams to onboard in minutes, and ensure compliance with Amazon Security Review (ASR) and Kale privacy attestation requirements (PD2/OD3). Additionally, you will automate the process of defect identification and uphold the high bar for customer experience. Your work will directly impact the reliability, security, and quality of AI-powered customer service experiences that serve hundreds of millions of Amazon customers worldwide.

Key job responsibilities
As a Software Development Engineer, you will:
- Solve difficult engineering problems with elegant and practical code
- Help define engineering best practices and provide technical mentorship to other members of the engineering team
- Be a champion for the customer, ensuring their needs always come first
- Design and build software for mobile, front-end clients, and server systems
- Industry-leading technical abilities showcasing a breadth and depth of technical knowledge
- Strong problem-solving and troubleshooting skills with the ability to develop creative solutions to seemingly impossible engineering problems
- Passion for working with smart home devices
- The ability to build good working relationships within the team by communicating clearly.

We use agile development strategies and seek software engineering leaders who can thrive in a fast-paced, high-energy work environment.

A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives

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
The AEIOU (Agent Evaluation Infrastructure & Observability Utilities) and ACE (Automatic Contact Evaluation) team, part of CS QUEST, builds and operates the centralized telemetry platform that powers observability, security compliance, and evaluation for every AI agent across Amazon Customer Service. .

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
- 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 score this

Software Development Engineer, Amazon Customer Service at Amazon scores 80 out of 100 on AI centrality, which makes it AI Level 4 of 4 (Builds AI) on this board. The level measures how much of the work is AI, not seniority.

Classification

AI Level 4. Building AI systems is the job itself: without AI, the role would not exist.

AI Level 480 to 100
AI Level 360 to 79
AI Level 240 to 59
AI Level 10 to 39

Bands 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

AI AgentsSoftware EngineeringAI ObservabilityEvaluation InfrastructureDistributed Systems

Questions you could be asked

How do you decide when an AI agent can act on its own versus asking for approval first?
Tell me about a project where software engineering was part of your work. What did you do?
Tell me about a project where ai observability was part of your work. What did you do?
Tell me about a project where evaluation infrastructure was part of your work. What did you do?
Tell me about a project where distributed systems was part of your work. What did you do?

Adapt your resume

List these exact terms on your resume: AI Agents, Software Engineering, AI Observability, Evaluation Infrastructure, and Distributed Systems. 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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