The Amazon Customer Service (CS) 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 associates. Customer Service works to offer effective, empathetic, and efficient issue resolution when our customers need us, and 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. The Customer Journey team is seeking a talented Software Development Engineer to help us shape the future of CS through intelligent, AI-powered contact matching. As a Software Development Engineer, you'll have the exciting opportunity to leverage industry-leading technologies — including real-time ML inference, large-scale distributed systems, and Generative AI — to build systems that intelligently connect the right customer to the right associate at the moment of contact. You'll work at the forefront of pioneering AI-native development, replacing traditional queue-based routing with precision scoring that understands customer intent, models associate proficiency, and resolves issues with unprecedented efficiency and accuracy. Key job responsibilities As a Software Development Engineer in Customer Journey, 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 - Conduct peer code reviews About the team This role sits on a team within Customer Journey focused on CS routing and matching. 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.