Software Engineering • Mid-Level

Who you are

You have a solid background in software development with a focus on AI solutions — your experience includes designing and implementing features that enhance customer service through innovative technologies. You are familiar with serverless architectures and have worked with AWS services to build scalable systems that improve efficiency and customer satisfaction.

Your expertise in AI systems development is evident — you've designed voice AI features, including transcription and intent detection, and understand how to create conversational flows that provide proactive support. You are skilled in integrating AI capabilities with existing platforms, ensuring seamless interactions for users.

You have a strong grasp of prompt engineering — your ability to design, test, and optimize prompts for large language models has led to high accuracy and reliability in AI applications. You are detail-oriented and committed to quality, implementing comprehensive testing and monitoring for the systems you develop.

You thrive in collaborative environments — your experience working across teams to develop scalable solutions has set new standards for customer service. You are proactive in making architectural decisions and defining technical approaches that drive innovation.

Desirable

Experience with Amazon Bedrock and familiarity with large language models would be a plus. You are open to learning new technologies and methodologies that can enhance your contributions to the team.

What you'll do

In this role, you will be responsible for designing and implementing critical features of our AI-powered customer service platform. You will work on developing voice AI features, including transcription and intent detection, using Amazon Bedrock and large language models. Your work will directly impact how we serve thousands of customers, transforming their experience through innovative solutions.

You will build scalable, event-driven systems using AWS Lambda, API Gateway, DynamoDB, and S3, ensuring that our infrastructure can handle increasing demands while maintaining high performance. Your role will also involve developing real-time AI-powered suggestions and case summarization tools that assist support agents in providing timely and effective service.

Integrating AI capabilities with Amazon Connect for voice interactions will be a key part of your responsibilities, as will building chatbot capabilities for customer self-service. You will be at the forefront of enhancing our customer service experience through technology.

You will participate in defining technical approaches for automated support systems, making key architectural decisions that align with our strategic goals. Your contributions will help set new standards for AI-powered customer service, ensuring that we remain leaders in the industry.

What we offer

At Amazon, we provide a comprehensive benefits package that includes competitive compensation, equity options, and a full range of medical and financial benefits. You will have the opportunity to work in a dynamic environment where innovation is encouraged, and your contributions will have a direct impact on our customers' experiences. We value diversity and encourage you to apply even if your experience doesn't match every requirement. Join us in transforming customer service through technology.