Software Development Engineer, Customer Service Technologies
Core
Design, build, and operate the Network Control Center (NCC), an AI-native system for real-time incident detection, autonomous response, and customer recovery across Amazon's global Customer Service network.
Role type
Senior Software Development Engineer (Distributed Systems & AI Integration)
Builds
Real-time observability platforms, autonomous incident response systems, and closed-loop recovery workflows for millions of customers.
Domain
E-commerce / Customer Service Operations / Distributed Systems / AI Engineering
Deliverable
production ML models | product features | infrastructure
Required skills
Distributed systems design, real-time event processing, system architecture, fault-tolerant service design, operational excellence, code quality, technical design, mentoring
Preferred skills
Full SDLC ownership, monitoring and observability, incident management, ML model integration
Technologies
(Not explicitly listed)
Responsibilities
Design and build core platform capabilities for real-time observability and autonomous response; Own end-to-end delivery of features from design to production operation; Collaborate with applied science teams to integrate ML models for anomaly detection; Solve hard distributed systems problems involving low-latency decision making; Operate systems via on-call rotations and build operational dashboards; Contribute to technical design discussions and code reviews; Mentor junior engineers on system design and operational best practices.
