Software Development Engineer II

Amazon Customer Service (CS) is hiring a Software Development Engineer II to join the Associate Experience team. Our organization is at the forefront of customer experience — seeking to delight our customers in every interaction they have, whether through self-serve technology and tools (e.g., chatbots), or by interacting directly with our Customer Service Associates (CSA).

Customer Service works to offer effective, empathetic, and efficient issue resolution when our customers need us, and we are also champions of driving defects out of customer experiences across the entire company, relentlessly advocating on behalf of customers and keeping them at the heart of everything we do.

As a Software Development Engineer II on this team, you will design, develop, and own comprehensive customer engagement services and solutions that anticipate and resolve customer questions at global scale. You will partner with cross-functional teams to drive technical strategy and improvements to our technology platform, owning systems that power the ultimate customer service experience. You will also contribute to engineering best practices and mentor junior engineers on the team. You should be somebody who thrives on solving difficult technical problems, designing scalable solutions, and feels strongly about building reliable software with a customer-centric mindset.

We use Scrum, test-driven development, and continuous deployment to deliver projects by making effective trade-offs between time, quality, and resources. If you are results-oriented, data-driven, and passionate about creating innovative customer experiences through technology, we would love to connect with you.

Key job responsibilities
Design, develop, and own software services and tools that solve difficult business and operational problems, delivering with a focus on simplicity and scalability
Optimize and enhance existing systems for performance, reliability, and maintainability at Amazon scale
Make informed technical decisions on system design, technology selection, and problem-solving approaches with limited guidance
Identify and mitigate technical risks early in the development lifecycle, escalating when appropriate
Partner with engineers and cross-functional teams to contribute to design reviews, align on technical direction, and drive improvements across team boundaries
Make effective trade-offs between time, quality, and resources to deliver high-quality results within project timelines
Track, analyze, and act on key metrics to optimize system performance and drive continuous improvement
Identify and implement engineering process improvements, contributing to operational excellence and best practices across the team
Mentor junior engineers by providing technical guidance, conducting code reviews, and fostering a culture of learning and high standards
Write clear technical documentation, including design documents and operational runbooks, to support system ownership and team knowledge sharing

A day in the life
You will start your morning reviewing operational metrics and addressing any alerts from overnight. From there, you might spend time writing code for a new feature, pair-programming with a teammate, or whiteboarding a system design with your team. Afternoons often include code reviews, collaborating with product partners on upcoming priorities, and mentoring newer engineers. You will regularly contribute to design discussions and help onboard new team members by sharing knowledge about how your systems are built and operated.

About the team
The Associate Experience team develops products to support Amazon's Customer Service Associates (CSAs) in delivering seamless customer service. Our mission is to empower CSAs with intelligent solutions — powered by generative AI, machine learning, and automation — that anticipate customer needs and accelerate issue resolution at global scale. We build AI assistants, contact automation, and real-time insight tools that reduce CSA effort and improve the customer experience with every interaction. Our team values innovation, ownership, and collaboration, and you will have the opportunity to work alongside talented engineers who are passionate about using cutting-edge technology to make a meaningful impact on how millions of customers experience Amazon support.

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

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