Software Dev Engineer II, Amazon Customer Service

Amazon's mission is to be 'Earth's most customer-centric company,' and our award-winning Customer Service (CS) team is a key part of that mission. Amazon 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 Concessions 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 allowing associates to effectively address issues through intuitive, human-centered design.

We are solving one of CS's most impactful scaling challenges: enabling post-order systems to fully service large orders at the same scale customers can place them. You will design and build the systems that replace manual workarounds with automated, reliable solutions - reducing resolution times from days to minutes and unlocking self-service capabilities where customers can view their orders, identify items needing attention, and take immediate action on returns, replacements, refunds, or cancellations regardless of order size.

The ideal candidate has experience designing large-scale systems supporting thousands of transactions per second, enjoys solving complex software problems, and should view every customer interaction as an opportunity to create an exceptional customer experience. As a key member of our team, you will have the opportunity to work directly with partner teams (World Wide Return and Recommerce, Amazon Business, Ordering, etc.), owning major deliverables across all aspects of development: scoping, design, implementation, and testing.

Key job responsibilities

As a Software Development Engineer, you will collaborate with a team of skilled engineers to design and develop low-latency solutions across the frontend, middle tier, and backend. You will evaluate and implement new technologies to address complex challenges, working with tools and platforms such as Java, DynamoDB, Lambda, and other AWS services. Your responsibilities will include:

• Designing and developing innovative software solutions to enhance the performance, availability, and durability of Concession Services.
• Design and build asynchronous components in CS Concessions to process batched concession requests without timing out, replacing the current synchronous model
• Integrate with CHEX/AC3 downstream large order fleets to eliminate HotPurchaseException throttling that blocks CSA access to large orders.
• Implement shipment-aggregated order-level UI replacing the item-by-item workflow, enabling CSAs to fully view, select units, and execute resolutions across all post-order actions on orders up to 999 units.
• Designing and developing innovative software solutions to enhance the performance, availability, and durability of Concession Services.
• Writing high-quality, efficient, and maintainable code that adheres to industry best practices.
• Troubleshooting and resolving complex technical issues related to Concession Services' functionality.
• Staying current with the latest technology advancements to simplify architectures and improve systems.

A day in the life

Your daily responsibilities will include

• Building high-impact solutions that enable self-service experiences scaling with order complexity for Amazon Business customers with orders up to 999 units, while designing async processing pipelines that handle batched concession requests reliably with correct promotional calculations and compliance with payment method refund requirements.
• Participating in design discussions, conducting code reviews, and collaborating with internal and external stakeholders.
• Working cross-functionally to provide technical input for business decisions.
• Operating in a dynamic, startup-like environment, focusing on high-priority initiatives.

Basic qualifications

• 3+ years of non-internship professional software development experience
• 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
• 3+ years of contributing to new and current systems architecture and design (architecture, design patterns, reliability and scaling) experience
• Experience programming with at least one software programming language

Preferred qualifications

• 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
• Bachelor's degree in computer science or equivalent

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