Amazon.com is broadly recognized as number one 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
- 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.
- Create solutions to run predictions on distributed systems with exposure to innovative technologies at an incredible scale and speed.
- Build distributed storage, indexing, and query systems that are scalable, fault-tolerant, low cost, and easy to manage/use.
- Design and code solutions for broadly defined problems.
- Work in an agile environment to deliver high-quality software.

A day in the life
The challenges SDEs solve at Amazon are big and influence millions of customers, sellers, and products around the world. We are looking for individuals who are passionate about creating new products, features, and services from scratch, while managing ambiguity and the pace of a company where development cycles are measured in weeks, not years.

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!

About the team
This role sits on a team within CET focused on Contact Center Management Systems. We are responsible for managing every customer contact, ensuring customers can either resolve issues via self-service (e.g., Chatbot) or be connected with a customer service associate. Ultimately, we reduce customer effort by improving the discoverability of customer contact points, creating a contact experience that effectively routes customers to the quickest resolution, as well as maintaining the overall CS contact center configurations. We ensure quick issue resolution on the first contact by investing in foundational technologies to capture and persist routing signals.