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Welcome to SVA’s jobs portal, your one-stop shop for finding the most up to date source of employment opportunities. We have partnered with the National Labor Exchange to provide you this information. You may be looking for part-time employment to supplement your income while you are in school. You might be looking for an internship to add experience to your resume. And you may be completing your training ready to start a new career. This site has all of those types of jobs.

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Amazon Software Development Engineer, Amazon Customer Service in Austin, Texas

Description

Amazon.com is broadly recognized as #1 in Customer Service in the US and abroad. At Amazon we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Engagement Technologies (CET) department. CET owns the technology to support and enhance our Customer Service Operations network through our Self Service and Automation features, CRM, contact center infrastructure, and various client applications. We focus on robust architecture, world class UX, and leverage our Big Data to drive insights and solutions through a myriad of applications.

CET is looking for a Software Development Engineer (SDE) to work on a multi-year, large-scale, enterprise software program. You will be part of a Global Product and Technology team whose innovations and strategies will define the next generation of contact routing for Amazon Customer Service, providing a seamless customer support experience and ensuring issues are resolved during the first interaction.

Key job responsibilities

As a Software Development Engineer in CET, 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.

• 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.

• On-call rotation to support the services owned by the Software team

• Peer code reviews

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) 4. 401(k) Plan.

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

This role sits on a team within CET focused on CS routing. We are responsible for every customer contact, ensuring customers get to a customer service associate able to solve their issue within the first contact. Ultimately, we reduce customer effort by improving the discoverability of customer ingresses, creating a contact experience that effectively identifies the customer issue and preserves it across the customer journey for a seamless transition between automated and human support, and ensures quick issue resolution on the first contact by investing in foundational technologies to capture and persist routing signals.

Basic Qualifications

  • 3+ years of non-internship professional software development experience

  • 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience

  • Experience programming with at least one software programming language

Preferred Qualifications

  • 3+ 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 committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

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