About this role
Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience across all of our CS channels in every interaction. Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network - building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon. We are seeking a Software Development Engineer in the Customer Journey engineering team, building the next generation of customer service channel experiences, giving customers visibility, choice, and control over how and when they connect, and eliminating the wait entirely. Today, when customers need a human, their only option is to enter a queue and wait, with no commitment on when they will be helped, leading to broken journeys where customers abandon, retry, and many silently disengage for good. This leader will design and build the AI-native systems that turn customer service from a queue you wait in into a promise Amazon keeps — orchestrating the journey across every channel to guide each customer to the optimal resolution path, all operating in real-time at massive scale. Key job responsibilities - Lead the design, architecture, and delivery of AI-native systems that orchestrate the customer journey across Amazon's global Customer Service network - Architect real-time journey orchestration systems that continuously guide each customer to the optimal resolution path, ensuring the least amount of effort and highest likelihood of success. - Collaborate with experienced cross-disciplinary Amazonians to conceive, design, and bring innovative products and services to market. - Ability to design and code the right solutions starting with broadly defined problems. - Work in an agile environment to deliver high-quality software. - On-call rotation to support the services owned by the Software team - Peer code reviews About the team Network Solutions is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. The Customer Journey team is a new initiative within Network Solutions focused on orchestrating the customer journey across all channels, ensuring each customer is guided to the optimal resolution path with the least effort and highest likelihood of success, including new capabilities that perfectly match customers with the best resource to resolve their issue fast and friction-free.