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DESCRIPTION

At Amazon we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Engagement Technologies (CET) department. CET owns the technology to support and enhance our Customer Service Operations network through our Self Service and Automation features, and various client applications. We focus on robust architecture, world class UX, and leverage Gen-AI technologies to drive insights and solutions through a myriad of applications.

We are looking for a Senior Software Development Engineer (Sr. SDE) to be part of a Global Product and Technology team whose innovations and strategies will define the next generation of customer experience for Amazon Customer Service, providing a seamless customer support experience globally and ensuring issues are resolved during the first interaction.

As our Technical Leader, you'll architect next-generation customer facing systems that harness the power of Large Language Models, keeping us at the forefront of AI innovation. You'll have the unique opportunity to influence our technical direction, collaborate with teams across the organization, and drive the adoption of transformative AI solutions.

If you're passionate about emerging AI technologies and want to make a lasting impact on developer productivity at scale, this role offers an exceptional platform to advance your expertise in one of tech's most dynamic fields.

Key job responsibilities
- Lead the development of SSA products and drive improvements that enable the organisation to effectively insist on the highest operational excellence standards.
- Design and develop scalable, enterprise solutions and solve problems that have substantial risks and conflicting constraints along multiple dimensions
- Create frameworks and solutions that enable seamless integration of GenAI technologies into existing systems
- Collaborate with engineering and product teams to identify opportunities for automation and efficiency improvements
- Establish best practices and guidelines for code organisation, clarity, simplicity, error handling, and documentation.
- Drive innovation through technical demonstrations, workshops, and documentation
- Drive team's OE/ EE efforts and mentor fellow engineers on implementation strategies
- Make good tradeoffs between short-term delivery and long-term maintainability of your organisation’s architecture

About the team
The Self-Service Automation (SSA) team is a critical part of the Customer Engagement Technology (CET) organisation. Our mission is to apply machine learning to solve customer problems through our customer service channels without the need for agent intervention. We also work to make contact handling more efficient for both Customer Service Associates and Customers in cases where full automation is not applicable.

We own the end-to-end contact experience across the retail website and mobile applications. Our goal is to empower customers to self-serve whenever possible, while also equipping our agents with the tools and insights they need to provide exceptional support.

Some key focus areas for the SSA team include:

Developing intelligent self-service features that can resolve common customer inquiries without human assistance

Optimizing contact routing and triage to ensure customers are directed to the most appropriate support channel

Leveraging predictive analytics to anticipate customer needs and proactively offer solutions

Integrating automation seamlessly into the overall customer service experience


By driving innovation in these areas, we aim to improve efficiency, reduce costs, and most importantly, delight our customers through friction less, personalized support. This is core to our mission within the broader CET organization.