About this role
Amazon's mission is to be 'Earth's most customer-centric company', and our award-winning Customer Service (CS) team is an essential part of that mission. Amazon CS is one of the largest customer service organizations in the world. Our tens of thousands of Customer Service Associates around the globe provide world-class support to customers 24 hours a day, 7 days a week, and in over 20 languages (and growing). Amazon Customer Service's mission is to make customer service interactions so good they become the primary reason customers choose Amazon.
The Customer Facing Solutions (CFS) tech organization powers CS by developing elegant customer-facing products on digital channels. These products offer effortless self-service and automation solutions to our customers and deliver delightful, adaptive self-service experiences that empower them to resolve common issues conveniently and efficiently. Our product portfolio includes CS Homepage, CS Chatbot, Search, SEO and Help, and bringing CS to other digital channels of Amazon like Rufus and WhatsApp.
Across these products and the backend services that power them, CFS Tech is driving the development of modernized, scalable technologies, including generative AI solutions, to raise the bar for customer self-service at Amazon.
Key job responsibilities
Design, build, and own high-quality software features across the full development lifecycle — from requirements and design through implementation, testing, deployment, and operations Deliver improvements to major portions of the team's codebase, including refactoring and deprecation work Write clear, maintainable code and provide meaningful feedback through code review for engineers at all levels Identify and resolve root causes of operational issues; drive improvements to team operational health Collaborate with customers, stakeholders, and peers to understand business requirements and translate them into reliable, scalable software solutions Produce clear technical documentation so software can be understood, maintained, and extended by the broader team Mentor and actively train teammates, including new hires, on team systems and engineering best practices Make sound priority tradeoffs between new feature development and operational work Stay current with industry innovations — new technologies, design patterns, and engineering practices — and apply them where relevant Contribute to a culture of inclusive, constructive dialogue and continuous improvement within the team