The Ring and Blink Customer Service Engineering Services team is transforming how we serve thousands of customers through innovative AI solutions. Our team is building the future of customer service, developing intelligent systems that provide timely, proactive support while improving efficiency. We're looking for an experienced Software Development Engineer to design and deliver key components of our AI initiatives.

In this role, you'll design and implement critical features of our AI-powered customer service platform, make key architectural decisions, and help define technical approaches for automated support systems. You'll work across teams to develop scalable solutions that set new standards for AI-powered customer service.


Key job responsibilities
* AI System Development: Design and implement voice AI features including transcription, intent detection, and conversational flows using Amazon Bedrock and LLMs
* Serverless Architecture: Build scalable, event-driven systems using AWS Lambda, API Gateway, DynamoDB, and S3
* Agent Assistance Tools: Develop real-time AI-powered suggestions, case summarization, and next-best-action recommendations for support agents
* Voice & Chat Integration: Integrate AI capabilities with Amazon Connect for voice interactions and build chatbot capabilities for customer self-service
* Prompt Engineering: Design, test, and optimize prompts for large language models to achieve high accuracy and reliability
* Quality & Reliability: Implement comprehensive testing, monitoring, and alerting for AI systems; participate in system on-call
* Cross-Team Collaboration: Work closely with CRM Services and Data Engineering teams to deliver integrated solutions