Amazon is hiring: Software Development Engineer, Amazon Customer Service in Seat

Software Development Engineer, Amazon Customer Service

Job ID: 2851272 | Amazon.com Services LLC

"We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." - Jeff Bezos, Founder & CEO.

To help achieve this, the Worldwide Defect Elimination (WWDE) team, within Amazon Customer Service, focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. WWDE engineers solve complex problems and build scalable, cutting-edge solutions to help our customers navigate through issues and eliminate systemic defects to prevent future issues.

The Voice of Customer (VoC) team builds Amazon’s flagship suite of VoC products, connecting thousands of internal employees with their customer experience (CX) data and insights. We leverage sophisticated Machine Learning (ML) models and Generative Artificial Intelligence (GenAI) to transform billions of unique customer interactions into simple and actionable CX opportunities. Our applications provide intuitive search and visualization capabilities for users to deep dive these opportunities and report on the CX health of their business.

As a Software Development Engineer, you will:

1. Design, develop and maintain VoC back-end systems and full-stack applications.
2. Work with ML science, engineering, and business partners to evolve VoC products and deliver innovative solutions to accelerate Amazon’s defect elimination efforts.
3. Develop scalable services for customer feedback analysis, including data ingestion, classification, and insight generation.
4. Leverage advanced NLP, machine learning and Large Language Models (LLM) to transform raw customer data into actionable intelligence.

Key focus areas include:

1. Distributed systems for high-volume data processing.
2. Implementing robust APIs for cross-team data integration.
3. Developing language-agnostic, self-service machine learning models.
4. Optimizing system performance and cost-efficiency at scale.

BASIC QUALIFICATIONS

- 3+ years of non-internship professional software development experience
- 3+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- Experience programming with at least one modern language such as Java, C++, or C# including object-oriented design
- Bachelor's degree in computer science or equivalent

PREFERRED QUALIFICATIONS

- Master's degree in computer science or equivalent
- Strong foundation in algorithms, data structures, OO and core Computer Science concepts
- Experience with building highly-available and scalable distributed systems.
- Solid understanding and work experience in building applications using AWS Services
- Strong desire to build, sense of ownership, urgency, and drive.
- Demonstrated ability to achieve stretch goals in a highly innovative and fast paced environment.
- Ability to work directly with scientists and business users to plan projects, track timelines and turn the ambiguous into specific goals and targets
- Ability to communicate with both technical and business stakeholders.
- Ability to handle changing priorities and manage multiple initiatives simultaneously

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.

Posted: December 14, 2024

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