Senior Software Development Engineer , Amazon Customer Service AI powered Content Solutions
Amazon
- Location
- Onsite (Seattle, Washington)
- Compensation
- $168k - $227k/yr
- Employment
- Full-time
- Level
- Senior Level
Posted 6 days ago
About the Role
Join Amazon's Customer Experience Products team to reimagine customer service content using AI. You will lead the design of scalable systems that distill policies into core knowledge artifacts, powering accurate and personalized support for millions of global customers.
Skills
Software development
System architecture
Machine learning
Data science
Technical leadership
Scalable services
Design patterns
Reliability engineering
Code standards
Testing
Debugging
Project management
Stakeholder management
Cloud computing
Artificial intelligence
Benefits
- Health insurance
- Dental insurance
- Vision insurance
- 401(k) matching
- Paid time off
- Parental leave
- Life insurance
Perks
- Stock options
Full job details
We are seeking a talented leader with strong technical background to join our Customer Experience Products organization on the CS (Amazon Customer Service) Content Solutions team. In this pivotal role, you will be reimagining how we create and manage content in a Native AI-world, distilling long-form CS help articles, policies, and standard operating procedures to their core underlying policy facts ('Knowledge Artifacts'). You will have the opportunity to influence a large group of product owners, software engineers, machine learning experts, and data scientists globally as we build the foundation that AI powers customer service experiences across Amazon. This role will give you the chance to tackle challenges that influence millions of customers, sellers, and products around the world across diverse set of marketplaces, languages and locales
Key job responsibilities
- Lead the design, implementation, and successful delivery of large-scale software efforts involving significant work on the CS Knowledge platform, working backwards from customer needs to define vision and architecture.
- Architect and develop robust, scalable services that handle millions of concurrent users and billions of requests
- Champion software development best practices by implementing both traditional methodologies and AI-enhanced tools for code standards, testing, and debugging
- Partner with diverse stakeholders to understand requirements, priorities, and processes, serving as the primary point of contact for project deliverables across teams.
- Propose and implement new projects and system improvements, setting clear, measurable quality goals for your organization in a data-driven way that improves performance and cost efficiency.
A day in the life
As a Senior Software Development Engineer, you'll be a technical leader helping drive decisions that impact critical customer experiences. You'll tackle complex technical initiatives head-on, building high-quality, scalable systems that serve our global customer base. Working closely with principal engineers, you'll help shape our technical architecture while maintaining direct ownership of key components.
About the team
This role sits within the Customer Experience Products organization on the CS Content team. Our vision is a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, and is served-up effectively across all channels. We're shifting the paradigm for content creation and maintenance, moving from an output-driven approach based on static content types to a trusted set of artifacts about Amazon products, services, and policies that generate accurate, consistent, and personalized content in any form. Join our team to help build the foundation that powers customer service experiences across Amazon. 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
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.
USA, WA, Seattle - 168,100.00 - 227,400.00 USD annually
Key job responsibilities
- Lead the design, implementation, and successful delivery of large-scale software efforts involving significant work on the CS Knowledge platform, working backwards from customer needs to define vision and architecture.
- Architect and develop robust, scalable services that handle millions of concurrent users and billions of requests
- Champion software development best practices by implementing both traditional methodologies and AI-enhanced tools for code standards, testing, and debugging
- Partner with diverse stakeholders to understand requirements, priorities, and processes, serving as the primary point of contact for project deliverables across teams.
- Propose and implement new projects and system improvements, setting clear, measurable quality goals for your organization in a data-driven way that improves performance and cost efficiency.
A day in the life
As a Senior Software Development Engineer, you'll be a technical leader helping drive decisions that impact critical customer experiences. You'll tackle complex technical initiatives head-on, building high-quality, scalable systems that serve our global customer base. Working closely with principal engineers, you'll help shape our technical architecture while maintaining direct ownership of key components.
About the team
This role sits within the Customer Experience Products organization on the CS Content team. Our vision is a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, and is served-up effectively across all channels. We're shifting the paradigm for content creation and maintenance, moving from an output-driven approach based on static content types to a trusted set of artifacts about Amazon products, services, and policies that generate accurate, consistent, and personalized content in any form. Join our team to help build the foundation that powers customer service experiences across Amazon. 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
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.
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WA, Seattle - 168,100.00 - 227,400.00 USD annually