Software Development Engineer II- Amazon Customer Service, Amazon Customer Service

DESCRIPTION

About the Role Amazon Customer Service Technology is seeking talented Software Development Engineers who are passionate about creating customer-obsessed solutions that impact millions of customers globally. We believe in optimizing for what’s best for customers, our people, and the business – not what’s easiest to execute. As part of our engineering teams, you will develop innovative solutions leveraging state of the art technologies including machine learning, large language models, and artificial intelligence to reduce customer effort and deliver frictionless experiences. Our mission is to preserve customer trust while relentlessly protecting customer data and building scalable solutions that empower our Customer Service Associates (CSAs) to treat every customer as a friend.

Key job responsibilities

What You’ll Do

• Design and develop scalable, high-performance software solutions that optimize the customer service experience and reduce customer effort
• Lead technical initiatives that support our CSAs in solving complex customer problems with precision and confidence
• Build systems that enable data-driven decision making while maintaining the highest standards of customer data protection and privacy
• Create and implement solutions that empower CSAs to exercise good judgment while providing consistent, reliable customer support
• Collaborate with product managers and stakeholders to identify customer pain points and architect solutions that transcend organizational boundaries
• Develop and maintain monitoring systems that help identify customer impact issues and enable swift resolution through automated escalation paths
• Partner with cross-functional teams to root cause customer experience defects and implement systematic fixes
• Mentor junior engineers while fostering a culture of customer obsession and technical excellence
• Build and maintain tools that help CSAs deliver personalized solutions while maintaining operational efficiency at scale
• Participate in on-call rotations to ensure our systems maintain high availability and reliability, treating every customer issue with urgency

About the team

Technologies You’ll Work With

• Core programming languages including but not limited to Java
• Linux operating systems
• AWS services and cloud infrastructure
• Distributed systems and microservices architecture
• Database technologies and data structures

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 committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $129,300/year in our lowest geographic market up to $223,600/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.

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