Come build the future of one of the world’s largest customer service platforms at Amazon!

Amazon’s mission is to be ‘earth’s most customer-centric company’, and the Contact Handling Experience (CHEX) team plays a critical part of that mission by resolving customer issues. The team is seeking strong software development engineers who are innovative and passionate about creating new solutions to delight our customers.

We’re simplifying how Customer Service Associates solve customer problems, and engineers on our team take ownership of the full software development cycle. They drive innovations, design, implement, automate testing, and operate software that helps associates provide positive experiences for customer contacts.

We build full stack solutions with modern technology, leveraging Gen AI and tools and frameworks such as AWS, GraphQL, and React. We architect our features with security, global scale, latency, resiliency, and ultimately the customer experience in mind.

We care about our engineers’ career growth and strive to assign projects that will help them develop their long term skills. We foster a community of mentorship, and have a large community of senior engineers who actively mentor.

If you’re an experienced software engineer who is driven by opportunities to make a large impact, we’d love to hear from you.

Key job responsibilities
• Design and develop scalable, high-performance software solutions that optimize the customer service experience and reduce customer effort
• Lead technical initiatives that support 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
• 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 deliver personalized solutions while maintaining operational efficiency at scale
• Participate in on-call rotations to ensure our systems maintain high availability and reliability

A day in the life
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. RRSP