Software Development Engineer , Amazon Customer Service

Software Development Engineer, Amazon Customer Service

As a Software Engineer on the Data Intelligence team, part of Amazon Customer Service (CS) team, you will design and build robust, secure data infrastructure systems. You'll architect real‑time data processing needs, implement secure storage solutions, and develop privacy‑compliant data access layers. Additionally, you'll build infrastructure that supports the complete lifecycle of AI models—from development to production deployment.

You’ll work with cross‑functional teams (scientists, product managers, data engineers) to create enterprise‑scale data processing systems that handle high‑volume transactions, implement comprehensive data governance frameworks, and build scalable data products that power critical business capabilities.

If you enjoy solving complex technical challenges in high‑scale environments, working in a collaborative and dynamic team, and want to make a lasting impact on Amazon Customer Service worldwide, this is your opportunity.

Key job responsibilities

• Design and implement enterprise‑scale data infrastructure and storage solutions that ensure optimal performance and reliability.
• Architect and build machine learning (ML) platform infrastructure that supports the complete model lifecycle, from training environments and validation frameworks to production deployment and monitoring systems.
• Develop and maintain robust data governance frameworks, implementing security controls, authentication mechanisms, and compliant data access patterns that protect sensitive information.
• Drive technical architecture decisions and system design, focusing on scalability, reliability, and performance of distributed services while ensuring alignment with business requirements.
• Own end‑to‑end delivery of technical solutions, including design, implementation, and verification of components, using standard software engineering methodologies and best practices.
• Collaborate with cross‑functional teams, including Product Managers, Applied Scientists, and Data Engineers, to understand requirements, conduct design reviews, and ensure successful delivery of solutions while maintaining high development standards.

A day in the life

A typical day as a Software Development Engineer involves architecting and building robust data and ML infrastructure solutions that power critical AI initiatives. Your morning might start with technical design discussions, collaborating with Applied Scientists to understand infrastructure needs for new AI models, or working with Product Managers to plan data product features.

Throughout the day, you will write and review code for data processing systems, monitor and optimize existing solutions for performance and reliability, dive into production issues, implement solutions that enhance system stability, and build new capabilities into our data and ML platforms. Cross‑team collaboration is key, as you work closely with security teams to maintain data compliance requirements and consult with Applied Scientists to optimize model deployment workflows. As a senior member of the team, you will also mentor junior engineers, sharing expertise in system design and best practices.

About the team

The Data Intelligence team is a new function within Customer Engagement Technology. We own the end‑to‑end process of defining, building, implementing, and monitoring a comprehensive data strategy. We also develop and apply generative artificial intelligence (GenAI), computer vision, ML, ontology, and natural language processing (NLP) to customer service associate experiences and foundational technologies.

Basic Qualifications

• 3+ years of non‑internship professional software development experience.
• 2+ years of non‑internship design or architecture experience (design patterns, reliability and scaling) of new and existing systems.
• Experience programming with at least one software programming language.

Preferred Qualifications

• 3+ years of full software development life cycle experience, including coding standards, code reviews, source control management, build processes, testing, and operations.
• 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, please contact your Recruiting Partner.

The base salary range for this position is listed below. As a total compensation company, Amazon’s package may include other elements such as sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.

Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well‑being.

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