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Amazon
Seattle, WA
Source: Amazon careers · View original posting
From Amazon's posting. “We” and “our” refer to the employer.
Amazon's mission is to be "Earth's most customer-centric company," and our award-winning Customer Service team is a key part of that mission. Amazon Customer Service (CS) is among the world's largest customer service organizations, with tens of thousands of Customer Service Associates providing world-class support around the clock in over 20 languages. The QUEST team enhances CS by developing sophisticated products for both customers and Customer Service Associates.
These solutions enable seamless self-service and automation for customers while empowering associates to effectively address issues through intuitive, human-centered design.
We are seeking a talented Software Development Engineer to join our Customer Experience QUEST organization within the CS team. In this role, you will help build the next generation of AI observability and evaluation infrastructure. You will design and implement distributed systems that process millions of agent traces daily, build self-service tooling that enables hundreds of AI application teams to onboard in minutes, and ensure compliance with Amazon Security Review (ASR) and Kale privacy attestation requirements (PD2/OD3).
Additionally, you will automate the process of defect identification and uphold the high bar for customer experience. Your work will directly impact the reliability, security, and quality of AI-powered customer service experiences that serve hundreds of millions of Amazon customers worldwide.
Key job responsibilities
The ability to build good working relationships within the team by communicating clearly.
We use agile development strategies and seek software engineering leaders who can thrive in a fast-paced, high-energy work environment.
The AEIOU (Agent Evaluation Infrastructure & Observability Utilities) and ACE (Automatic Contact Evaluation) team, part of CS QUEST, builds and operates the centralized telemetry platform that powers observability, security compliance, and evaluation for every AI agent across Amazon Customer Service. .
The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.
Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, WA, Seattle - 143,700.00 - 194,400.00 USD annually
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