Description

On the Customer Service -Aria team, part of Amazon’s Customer Service (CS) organization, we redefine the customer contact experience by exposing a voice-based contact channel (AVA) which using an automated assistant (voicebot) to better understand the customer problem and guide them to resolution via automation.

We focus on building scalable platforms and systems for customers and associates to power automation globally across many languages for the millions of customers and thousands of associates that use our products in many marketplaces every day. We also invest in experimentation to identify new and inventive ways to build chat/touch/voice experiences that aim to delight customers.

As a SDE on this team, you will collaborate with other Senior Software Engineers to drive improvements to our technology, design and develop new services and solutions, and build and track metrics to ensure high quality results. Your solutions will provide the ultimate customer service experience needed to anticipate and resolve customer's questions using the Chat platform. You will have the opportunity to work with business partners and leadership, influence and drive product vision and lead the design of our systems.

As a SDE in CS-Aria, you will take part in the implementation and delivery of contact center systems built on top of our next-generation routing system, leveraging the power of Generative AI (GenAI) and Machine Learning for improved intents and routing signals, and preserving customer contact journey data. You will work cross functionally with partners to take the product from concept to customer release while ensuring the highest level of quality for your deliverables, managing one of the worlds largest and most complex customer service organizations.

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.

Ability to design and code the right solutions starting with broadly defined problems.
Work in an agile environment to deliver high-quality software.

We use SCRUM, test-driven development, and continuous deployment to deliver projects based on realistic timelines and resource constraints.
On-call rotation to support the services owned by the Software team

A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives.

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
The mission of the CS-Aria team within Customer Service is to create earth’s best customer service solutions through empowering our customers to utilize automation to resolve their issues quickly and efficiently. You will be a key component of our leadership team and will influence our science and engineering teams to deliver World-Wide Self-Service Automation (SSA) products based on generative AI.