Description

Amazon Customer Service (CS) is transforming how we deliver exceptional experiences to millions of customers worldwide, and we're seeking a Software Development Engineer to help build the next generation of intelligent solutions. In this role, Build customer service experiences that resolve millions of contacts across Amazon's global marketplace. Join a team where your code directly eliminates customer friction and transforms how associates solve complex order issues. Own and ship full-stack features end-to-end in a high-scale distributed environment, Design resolution systems that handle tens of millions of weekly customer interactions. You will work at the intersection of real-time data orchestration, intelligent automation, and customer experience while shipping to production frequently with high autonomy and direct impact visibility

Key job responsibilities
- Design, build, and operate distributed services that power customer service resolution workflows at Amazon scale
- Own features from requirements through production, including operational excellence and on-call
- Build APIs and integrations that unify data from multiple upstream services into coherent customer-facing experiences
- Drive technical decisions within your scope -- choose the right architecture, advocate for trade-offs, and deliver incrementally
- Collaborate with product, UX, and partner engineering teams to translate ambiguous customer problems into technical solutions
- Mentor teammates, contribute to design reviews, and raise the engineering bar through code quality and operational rigor
- Identify and resolve systemic issues proactively -- reduce toil, improve reliability, and simplify complexity

A day in the life
Throughout the day, you'll focus on hands-on development of features and systems that shape how associates and managers understand their personal impact on customer satisfaction, while giving leadership insights into the quality of customer service we provide each day.

Your morning might start with a quick win, like prototyping a GenAI agent to gather immediate feedback on a proposed solution. You'll discuss your approach with teammates and your tech lead to validate the design. In the afternoon, you attend a Lunch and Learn to stay on top of new emerging technology, before tackling a challenging problem with your peers.

About the team
Engineers are empowered to build. Our team values a collaborative atmosphere that celebrates rapid innovation and meaningful impact. You'll find a culture of psychological safety where asking questions is encouraged, experimentation is valued, and learning from failures drives continuous improvement. We are deeply invested in your personal growth through peer collaboration and regular career development discussions. Mentorship flows in all directions, where senior engineers guide technical decisions while learning fresh perspectives from newer team members. You will have the ability to make an impact on the associates and managers who use our tools and the millions of customers they support.