DESCRIPTION

Come build the future of one of the world’s largest customer service platforms at Amazon!
The Amazon Customer Service (CS) organization seeks to delight our customers in every interaction they have, from self-serve technology to direct interaction with customer service associates. Customer Service works to offer effective, empathetic, and efficient issue resolution when our customers need us, and are champions of driving defects out of customer experiences across the entire company.
The Contact Handling Experience team within CS plays a critical part of that mission by ensuring associates are at their best to solve customer issues, empowered with effective tools, training and coaching. We own associate-facing solutions which empower them to solve customer problems, as well as AI-powered coaching and contact analysis systems which establish new standards for customer service excellence across the CS organization.
The Contact Handling Experience team is seeking a innovative Sr. Software Development Engineer to lead technical strategy and support the team’s growth through mentorship.
As Customer Service evolves toward a vision which leverages Generative AI to give both customers and associates the support they need at scale, you will help define our technical strategy. We’re looking for technical minds who can innovate and build robust solutions.

Key job responsibilities

• Own the full stack, from Lambda and Fargate-based compute through React frontends.
• Define a technical strategy to evolve the team and org architecture to enable delivery at scale.
• Navigate the team through greenfield projects, mentoring SDEs and collaborating with Sr. SDEs and PEs.
• Work with cross-functional teams, including Product, UX, Data Science and Business Intelligence, to conceive, design and implement innovative solutions.
• Work in an agile environment to deliver high-quality software consistently.

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)

BASIC QUALIFICATIONS

• 5+ years of non-internship professional software development experience
• 5+ years of programming with at least one software programming language experience
• 5+ years of leading design or architecture (design patterns, reliability and scaling) of new and existing systems experience
• Experience as a mentor, tech lead or leading an engineering team

PREFERRED QUALIFICATIONS

• 5+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
• Bachelor’s degree in computer science or equivalent
• Experience leveraging and extending Generative AI solutions in user-facing and/or developer-facing applications.
  Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, 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

• Own the full stack, from Lambda and Fargate-based compute through React frontends.
• Define a technical strategy to evolve the team and org architecture to enable delivery at scale.
• Navigate the team through greenfield projects, mentoring SDEs and collaborating with Sr. SDEs and PEs.
• Work with cross-functional teams, including Product, UX, Data Science and Business Intelligence, to conceive, design and implement innovative solutions.
• Work in an agile environment to deliver high-quality software consistently