Software Dev Engineer , Customer Service Technologies
Amazon.com Services LLC•2h ago
United StatesOnsiteFull-timeSenior Level5+ yrs exp
H-1B verified · 2310 LCAs
Top focus
Software EngineerSoftware Engineer IiSenior Software Engineer
- Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality
- delightful experience across all of our CS channels in every interaction. Within CS, Network Solutions is responsible for designing, planning
- operating the world's largest customer service network - building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences
- continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon. We are seeking a Sr. Software Development Engineer to lead the engineering team building the Network Control Center (NCC) - an AI-native system that will transform how Amazon detects, responds to
- recovers from incidents across our global Customer Service network. Today, our incident management relies on disconnected tools, multiple manual steps
- reactive detection that takes several minutes. This leader will design and build the technical systems that replace this fragmented approach with continuous observability, autonomous response
- intelligent customer recovery — all operating in real-time at massive scale. The ideal candidate is a strong technical leader who thrives in ambiguity, can translate a bold vision into a concrete system architecture
- is passionate about building high-performing teams. You will partner closely with science, product
- operations leaders to deliver AI-powered capabilities that detect risks before customers feel them, respond in sub-60 seconds
- execute tailored recovery actions that turn service failures into loyalty-building moments. This is an exciting opportunity to build transformative technology that directly impacts the experience of millions of customers. Key job responsibilities - Lead the design, architecture
- delivery of an AI-native observability and incident management service serving Amazon's global Customer Service network - Build and develop a high-performing engineering team by assisting in hiring and mentoring software development engineers - Architect real-time signal detection and observability systems that continuously monitor network health, identifying risks and anomalies before customer impact - Deliver autonomous incident response and recovery capabilities that replace manual, fragmented processes with intelligent, real-time intervention - Partner with Applied Science teams to develop and integrate ML models for anomaly detection, predictive alerting
- closed-loop learning workflows - Drive technical roadmap execution from proof-of-concept through production, balancing speed of delivery with long-term architectural quality - Collaborate cross-functionally across Network Solutions and partner teams to integrate platform capabilities into the broader CS ecosystem - Establish operational excellence practices for production services, including on-call, incident response
- continuous improvement mechanisms About the team Network Solutions is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences
- continuously improve service quality. The Network Control Center is a new initiative within Network Solutions focused on ensuring network health and reliability through continuous observability, situational awareness
- proactive intervention — leveraging AI to monitor, interpret
- act on risks to customer journeys across all channels.
- 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
- 5+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing
- 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
- 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.
Required skills
PythonAIMLsoftware developmentsystem architectureincident managementobservabilityprogrammingdesign patterns