Amazon.com is broadly recognized as #1 in Customer Service in the US and abroad. 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, CRM, contact center infrastructure, and various client applications.

We focus on robust architecture, world-class UX, and leverage our Big Data to drive insights and solutions through a myriad of applications. CET is looking for a Software Development Engineer (SDE) to work on a multi-year, large-scale, enterprise software program. You will be part of a Global Product and Technology team whose innovations and strategies will define the next generation of contact routing for Amazon Customer Service, providing a seamless customer support experience and ensuring issues are resolved during the first interaction.

Key job responsibilities
As a Software Development Engineer in CET, you will participate in implementing and delivering contact center systems built on our next-generation routing system. This role leverages the power of Generative AI (GenAI) and Machine Learning to improve intents and routing signals while preserving customer contact journey data. You will work cross-functionally with partners to take products from concept to customer release, ensuring the highest level of quality for your deliverables while managing one of the world's largest and most complex customer service organizations

- Collaborate with experienced cross-disciplinary Amazonians to conceive, design, and bring innovative products and services to market
- Design and build innovative technologies in a large distributed computing environment, and help lead fundamental changes in the industry
- Design and code solutions for broadly defined problems
- Work in an agile environment to deliver high-quality software
- Participate in on-call rotation to support the Software team's services
- Use SCRUM, test-driven development, and continuous deployment to deliver projects within realistic timelines and resource constraints

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!
Benefits Summary:
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. 401(k) Plan

About the team
We are a cross-functional team providing a one-stop shop for enabling interactive text, voice, and touch customer service solutions. Our platform leverages state-of-the-art technologies like machine learning and large language models to power seamless end-to-end interactive experiences. Amazon verticals integrating with our platform can easily enable customized self-service solutions through simple API integration, while benefiting from built-in capabilities like metrics, monitoring, testing, debugging, and data archiving. Our team's vision is to streamline development efforts, reduce redundancies, and empower the efficient creation of innovative interactive customer service experiences across Amazon's product verticals.