Sr. Software Development Engineer , Customer Service Technologies
Core
Lead the design, architecture, and delivery of an AI-native observability and incident management service for Amazon's global Customer Service network.
Role type
Senior IC software development engineer (technical lead)
Builds
AI-native observability and incident management systems
Domain
E-commerce / Customer Service / AI
Deliverable
production ML models | product features
Required skills
software development, system architecture, team leadership, mentoring, real-time signal detection, autonomous incident response, cross-functional collaboration
Preferred skills
full software development life cycle, code reviews, source control management, testing, operations
Technologies
AI, ML models
Responsibilities
Lead design and delivery of AI-native observability service; Build and mentor high-performing engineering team; Architect real-time signal detection systems; Deliver autonomous incident response capabilities; Partner with science teams to integrate ML models; Drive technical roadmap execution; Establish operational excellence practices
Seniority
Senior, hands-on IC with leadership responsibilities