Software Development Engineer III, Associate Experience, Amazon Customer Service

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

Customer Service delivers effective, empathetic, and efficient issue resolution, while championing defect elimination across the entire company and relentlessly advocating on behalf of customers.

As a Software Development Engineer III on this team, you will lead the design, architecture, and delivery of comprehensive customer engagement services and solutions that anticipate and resolve customer questions at global scale. You will define technical strategy and drive cross-functional alignment to evolve our technology platform, owning systems that power the ultimate customer service experience. You will set engineering best practices, raise the technical bar across the team, and mentor engineers at all levels. You should thrive on solving ambiguous, complex technical problems, designing scalable and highly available solutions, and feel 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
• Lead the design, architecture, and delivery of software services and tools that solve complex, ambiguous business and operational problems, with a focus on simplicity, scalability, and long-term maintainability
• Own the technical roadmap for critical systems, driving optimization and evolution for performance, reliability, and maintainability at Amazon scale
• Make high-judgment technical decisions on system design, technology selection, and problem-solving approaches with minimal guidance, setting precedents that influence team-wide standards
• Proactively identify and mitigate technical risks across projects, driving resolution and escalating strategically when appropriate
• Lead design reviews and drive technical alignment across engineering and cross-functional teams, influencing direction beyond immediate team boundaries
• Define and enforce effective trade-offs between time, quality, and resources, ensuring high-quality delivery across multiple concurrent workstreams
• Define, track, and act on key metrics to optimize system performance and drive continuous improvement at a portfolio level
• Drive engineering process improvements and operational excellence, establishing best practices that raise the bar across the broader organization
• Mentor and develop engineers at all levels through technical guidance, code reviews, architecture discussions, and fostering a culture of learning and high standards
• Author and champion clear technical documentation, including design documents and operational runbooks, to support system ownership, team knowledge sharing, and organizational learning

• 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

• - 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

Preferred qualifications

• - 5+ 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

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.