Software Development Engineer, Amazon Customer Service Job at Amazon in Seattle

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.

We didn’t make Amazon a trillion-dollar company, our customers did and we want to ensure that our customers always have a positive experience that keeps them coming back to Amazon.

To help achieve this, the Worldwide Defect Elimination (WWDE) team, within Amazon Customer Service, relentlessly 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.

Additionally, we build automated real-time systems to identify systemic defects, detect the root cause, and route to accountable internal owners for resolution.

In 2025, our team has an aggressive roadmap to:

1. centrally codify all customer-reported issues and attribute root-cause and ownership through ML,
2. expand GenAI capabilities within our tools to automate detection and investigation of customer defects,
3. expand customer feedback coverage, including multimodal support and self-service onboarding, and
4. improve observability and measurement of the Amazon VoC mechanism (across our tools and federated dependencies).

Key job responsibilities
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.

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. 401(k) Plan

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.

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.

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.

Posted: December 14, 2024 (Updated about 1 hour ago)

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