Software Engineer for Contact Center Innovation

7 days ago


Vancouver, British Columbia, Canada Amazon Full time

At Amazon, we are revolutionizing the customer service experience with innovative technologies and a customer-obsessed approach.

About the Role

We are seeking a talented Software Development Engineer to join our Contact Center Management Systems team within Customer Engagement Technologies (CET). As a key member of this team, you will play a crucial role in designing and building next-generation contact routing systems that provide seamless customer support experiences.

Key Responsibilities:
  • Own the implementation and delivery of contact center systems built on top of our next-generation routing system, leveraging Generative AI and Machine Learning for improved intents and routing signals.
  • Collaborate with cross-disciplinary teams to conceive, design, and bring innovative products and services to market.
  • Design and build innovative technologies in a large distributed computing environment, leading fundamental changes in the industry.
  • Ability to design and code solutions starting with broadly defined problems.
  • Work in an agile environment to deliver high-quality software.
  • On-call rotation to support services owned by the Software team.
A Day in the Life:

As a Software Development Engineer at Amazon, you will have the opportunity to work on a wide range of exciting projects, collaborate with experienced professionals, and drive innovation in the field of contact center management. You will also enjoy a comprehensive benefits package, including medical, dental, and vision coverage, maternity and parental leave options, paid time off, and a 401(k) plan.

About the Team:

This role sits on a team focused on Contact Center Management Systems, responsible for every customer contact, ensuring customers can either resolve via self-service or connected with a customer service associate. We reduce customer effort by improving discoverability of customer ingresses, creating a contact experience that effectively routes customers to the quickest resolution.

Requirements:
  • 3+ years of non-internship professional software development experience.
  • 2+ years of non-internship design or architecture experience.
  • Experience programming with at least one software programming language.
  • 3+ years of full software development life cycle experience.
  • Bachelor's degree in computer science or equivalent.
Compensation and Benefits:

The base salary for this position ranges from $114,800/year up to $191,800/year. Salary is based on a number of factors and may vary depending on job-related knowledge, skills, and experience. Amazon offers a total compensation package, including equity, sign-on payments, and other forms of compensation, in addition to a full range of medical, financial, and/or other benefits.



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