Software Development Engineer, Amazon Customer Service

Job summary

Design and implement agentic systems and security layers to support Customer Service agents at scale. Collaborate with cross-functional teams to integrate generative AI techniques into production systems while ensuring operational reliability.

Job details

Amazon Customer Service (CS) is transforming how we deliver exceptional experiences to millions of customers worldwide, and we're seeking a Software Development Engineer to help build the next generation of intelligent solutions. In this role, you'll design and implement agentic systems that help Customer Service Agents provide tailored, seamless experiences for our customers. You'll also work on a modern security and threat detection layer which dynamically provisions user access only when needed. This is an opportunity to work on systems that operate at Amazon scale, processing vast amounts of data and translating complex signals into actionable information for stakeholders ranging from frontline associates to senior leadership. You'll work on multiple greenfield projects leveraging the newest emerging technologies. Key job responsibilities - Design and deliver features end-to-end, from technical design through production deployment and operational support - Build components within scalable architectures that process customer interaction data, applying generative AI techniques to surface meaningful patterns and personalized insights - Contribute to architectural decisions that balance innovation with operational excellence - Participate actively in code reviews, raising the quality bar for yourself and your teammates - Write clear technical documents including design proposals, operational runbooks, and post-incident reviews - Integrate emerging technologies, particularly generative AI and large language models, into production systems with guidance from senior engineers - Design and implement APIs and data models that support extensibility and long-term growth - Build monitoring and alerting to ensure the reliability of the systems you own - Collaborate with product managers, UX designers, and business stakeholders to translate requirements into well-scoped technical solutions - Identify and drive improvements to engineering processes, tooling, and operational practices within the team About the team Engineers are empowered to build. We encourage an environment of rapid incremental delivery where we frequently learn from what we ship. You'll find a culture of psychological safety where asking questions is encouraged, experimentation is valued, and learning from failures drives continuous improvement. We are deeply invested in your personal growth through peer collaboration and regular career development discussions. You will have the ability to make a direct visible impact on the hundreds of thousands of associates who use our tools and the millions of customers they support. Basic Qualifications: - 3+ years of non-internship professional software development experience - 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience - Experience programming with at least one software programming language Preferred Qualifications: - 3+ 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 - Experience with full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations - Experience in debugging, profiling, and implementing software engineering best practices in large-scale systems - Experience with Large Language Model fundamentals, including prompt engineering, model evaluation, and integration of AI services into production applications Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or 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 [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. The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status. CAN, ON, Toronto - 114,800.00 - 191,800.00 CAD annually

What you’ll do

Design and implement agentic systems and security layers to support Customer Service agents at scale. Collaborate with cross-functional teams to integrate generative AI techniques into production systems while ensuring operational reliability.

Requirements

Requires at least 3 years of professional software development experience and 2 years of system design or architecture experience. Proficiency in at least one programming language and experience with full software development life cycles are essential.

Benefits

• Health insurance
• Medical insurance
• Dental insurance
• Vision insurance
• Prescription insurance
• Basic life insurance
• AD&D insurance
• Registered retirement savings plan
• Deferred profit sharing plan
• Paid time off
• Restricted stock units

Listed skills

• Control · Preferred
• Software · Preferred
• Customer service · Preferred
• Production · Preferred
• Technical · Preferred
• Reliability · Preferred
• Health · Preferred
• Teams · Preferred
• management · Preferred
• Process · Preferred
• Development · Preferred
• Customer · Preferred

Other relevant skills

Identified from the job description. Confirm important requirements above.

• Software development
• System design
• Architecture
• Generative AI
• Large language models
• Prompt engineering
• API design
• Data modeling
• Debugging
• Profiling
• Code reviews
• Operational excellence
• Scalable architectures
• Security
• Threat detection
• Large Language Modeling
• Prompt Engineering
• Generative Artificial Intelligence
• Agentic Systems
• Threat Detection
• Time Off Management
• Emerging Technologies
• Technical Design
• Application Programming Interface (API)
• Artificial Intelligence
• Software Development
• Architectural Design
• Building Codes
• Customer Service
• Version Control
• Code Review
• Computer Science
• Continuous Improvement Process
• Data Modeling
• Software Development Life Cycle
• Leadership
• Scalability
• Psychology
• Innovation
• Medical Prescription
• Operational Excellence
• Operations
• Restricted Stock
• Software Engineering
• Tooling
• User Experience (UX)
• Reliability

Job areas

• Software
• Technology
• Engineering
• Customer Service & Support
• Data & Analytics
• Software Development Engineer
• Software Developer / Engineer
• Software Developers

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