At Amazon, customer obsession is at the core of what we do. We value your creativity, initiative, and ability to innovate and deliver results as we strive to continuously improve the customer experience. As a Software Development Engineer on this team, you will collaborate with senior software engineers to enhance our technology and design, while developing innovative services that enable our organization to launch Customer Service Artificial Intelligence (AI) Guided-Workflow features. You will be responsible for the global expansion of these services, including implementing instrumentation to monitor metrics and ensure high-quality outcomes. Your solutions will aim to deliver an unparalleled customer service experience by leveraging next-generation engineering and machine learning systems. This includes harnessing the power of Generative AI (GenAI) for enhanced issue understanding, automated resolutions, and guided workflows. In this role, you will collaborate with business partners and leadership, contribute to shaping the product vision, and take the lead in designing robust systems. Key job responsibilities - 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. - Participate in an on-call rotation to support the services owned by the Software team. - Use Scrum, test-driven development, and continuous deployment to deliver projects based on realistic timelines and resource constraints. A day in the life You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration, influence them to prioritize projects, and ensure they adhere to business plans aligned with shared objectives.