Software Dev Engineer , Amazon Customer Service
Core
Lead the design and delivery of an AI-native observability and incident management service for Amazon's global Customer Service network.
Role type
Senior Staff Software Development Engineer (Technical Lead)
Builds
Real-time signal detection, autonomous incident response, and recovery systems for the Customer Service network.
Domain
Telecommunications / Customer Service Operations / AI Systems
Deliverable
production ML models | infrastructure
Required skills
System architecture, real-time observability, autonomous response systems, team leadership, mentoring, cross-functional collaboration
Preferred skills
Full SDLC experience, code reviews, source control, testing, operations
Technologies
AI/ML models, real-time data systems
Responsibilities
Design and deliver AI-native observability and incident management service; Build and mentor a high-performing engineering team; Architect real-time signal detection and observability systems; Deliver autonomous incident response and recovery capabilities; Partner with Applied Science teams to integrate ML models; Drive technical roadmap execution from proof-of-concept to production; Establish operational excellence practices for production services
Seniority
Senior, hands-on IC with leadership responsibilities