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Added 4 days ago
Software Dev Engineer , Amazon Customer Service
Amazon.com Services LLC
Seattle, WA
…is passionate about building high-performing teams. You will partner closely with science, product, and operations leaders to deliver AI-powered capabilities that detect risks before…
Added 4 days ago
Staff Pharmacist , Amazon Pharmacy
PillPack, LLC
Kent, WA
Added 4 days ago
Sr Forward Deployed Engineer (FDE), AWS Forward Deployed Engineering, US Government
Amazon Web Services, Inc.
Jessup, MD · Arlington, VA · Seattle, WA · New York, NY · Denver, CO · Herndon, VA
Added 4 days ago
Area Maintenance Mgr
Amazon.com Services LLC
Richmond, VA
- You will monitor Material Handling Equipment (MHE) metrics and partner with applicable team to address system performance issues and provide analysis across all operations
Added 4 days ago
Engineering Operations Technician
Amazon Data Services, Inc.
Ashburn, VA
Added 4 days ago
EHS Specialist
Amazon.com Services LLC
Euclid, OH
Added 4 days ago
Applied Scientist II, Sponsored Products and Brands
Amazon.com Services LLC
New York, NY
Added 4 days ago
Onsite Medical Representative
Amazon.com Services LLC
Charlton, MA
Added 4 days ago
Onsite Medical Representative
Amazon.com Services LLC
Charlton, MA
Added 4 days ago
Sr. Operations Manager
Amazon.com Services LLC
Gardner, KS
Added 4 days ago
Software Development Engineer II, DC Bridge
Amazon Data Services, Inc.
Denver, CO
…automated pipelines, and eliminate operational toil. You'll partner with cross-functional teams to integrate infrastructure data across planning, design, and deployment workflows. Above…
Added 4 days ago
Sr Forward Deployed Engineer (FDE), AWS Forward Deployed Engineering, US Government
Amazon Web Services, Inc.
Jessup, MD · Arlington, VA · Seattle, WA · New York, NY · Denver, CO · Herndon, VA
Added 4 days ago
Forward Deployed Engineer (FDE), AWS Forward Deployed Engineering, US Government
Amazon Web Services, Inc.
Jessup, MD · Arlington, VA · Seattle, WA · New York, NY · Denver, CO · Herndon, VA
Added 4 days ago
RD
Senior Office Services Associate
RR Donnelley
San Francisco, CA
- $19.13 to $26.44 USD / hour
…the Senior Office Services Associate, you'll serve as a key partner to the Receptionist, helping deliver a white-glove experience for attorneys, clients, and visitors while ensuring the…
Added 4 days ago
Sentinel Systems Engineering Manager 2- 20666
CORP-Corporate Office
United States
…Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability insurance, savings plan, Company paid holidays and paid time off (PTO) for vacation…
Added 4 days ago
HR Business Partner 2
CORP-Corporate Office
United States
…Northrop Grumman provides a variety of benefits including health insurance coverage, life and disability…
Added 4 days ago
Industrial Security Manager - Level 2
CORP-Corporate Office
United States
As a leader with integrity, you ensure ethical conduct, balanced results, and partner satisfaction. You respect and nurture growth, fostering a culture of excellence. Skilled in building…
Added 4 days ago
AH
Physical Therapist (PT) - School
AMN Healthcare
Roxbury, MA
- $1,785 to $1,840 USD / week
Day 1 Medical, Dental, Vision Insurance Coverage
Added 4 days ago
SC
Fund Administrator
Saturna Capital
Bellingham, WA
- $31.99 to $45.32 USD / hour
Partner with programmers to improve reporting processes in Neptune, test changes, and verify results.
Added 4 days ago
Risk Advisor, Employee Benefits
Smith Brothers Insurance, LLC
Vestal, NY
Eligible employees may participate in comprehensive benefit programs, including health, dental, and vision insurance; a 401(k) plan with company match; paid time off and holidays;…
Added 4 days ago
Senior Growth Strategist
Constellation Software, Inc.
NY
…Specializing in industries such as healthcare, automotive, insurance, and finance, our powerful data/AI insights tools inform the creation of compliant content at scale. We enable our…
Added 4 days ago
Administrative Specialist
Eagle Quest
Las Vegas, NV
Represent Eagle Quest professionally when interacting with families, community members, and partner organizations.
Added 4 days ago
Project Cost Accounting Manager
TOMARCO CONTRACTOR SPECIALTIES LLP
La Mirada, CA
Partner with Project Managers to validate project progress, forecasts, and cost-to-complete estimates.
Added 4 days ago
EB
Lab Assistant, Skincare
ELC Beauty LLC
Melville, NY
- $17.5 to $25.5 USD / hour
…variety of benefits to eligible employees, including health insurance coverage (medical, dental, and vision insurance), wellness and family support programs, life and disability insurance,…
Added 4 days ago
Software Engineer (Salesforce)
Delta Dental
Oakland, CA · Alpharetta, GA
The ideal candidate has hands-on experience across Salesforce core development, Sales Cloud, and Partner Portals, along with experience leveraging AI-driven solutions using leading LLM…

Amazon.com Services LLC

Software Dev Engineer , Amazon Customer Service

Seattle, WA, United States

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Job details

Posting language: English
Posted: Jul 14, 2026

Original job description

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience across all of our CS channels in every interaction.

Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network - building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon.

We are seeking a Sr. Software Development Engineer to lead the engineering team building the Network Control Center (NCC) - an AI-native system that will transform how Amazon detects, responds to, and recovers from incidents across our global Customer Service network. Today, our incident management relies on disconnected tools, multiple manual steps, and reactive detection that takes several minutes. This leader will design and build the technical systems that replace this fragmented approach with continuous observability, autonomous response, and intelligent customer recovery - all operating in real-time at massive scale.

The ideal candidate is a strong technical leader who thrives in ambiguity, can translate a bold vision into a concrete system architecture, and is passionate about building high-performing teams. You will partner closely with science, product, and operations leaders to deliver AI-powered capabilities that detect risks before customers feel them, respond in sub-60 seconds, and execute tailored recovery actions that turn service failures into loyalty-building moments. This is an exciting opportunity to build transformative technology that directly impacts the experience of millions of customers.

Key job responsibilities

Lead the design, architecture, and delivery of an AI-native observability and incident management service serving Amazon's global Customer Service network
Build and develop a high-performing engineering team by assisting in hiring and mentoring software development engineers
Architect real-time signal detection and observability systems that continuously monitor network health, identifying risks and anomalies before customer impact
Deliver autonomous incident response and recovery capabilities that replace manual, fragmented processes with intelligent, real-time intervention
Partner with Applied Science teams to develop and integrate ML models for anomaly detection, predictive alerting, and closed-loop learning workflows
Drive technical roadmap execution from proof-of-concept through production, balancing speed of delivery with long-term architectural quality
Collaborate cross-functionally across Network Solutions and partner teams to integrate platform capabilities into the broader CS ecosystem
Establish operational excellence practices for production services, including on-call, incident response, and continuous improvement mechanisms

About the team Network Solutions is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. The Network Control Center is a new initiative within Network Solutions focused on ensuring network health and reliability through continuous observability, situational awareness, and proactive intervention - leveraging AI to monitor, interpret, and act on risks to customer journeys across all channels. Basic qualifications

5+ years of non-internship professional software development experience
5+ years of programming with at least one software programming language experience
5+ years of leading design or architecture (design patterns, reliability and scaling) of new and existing systems experience
Experience as a mentor, tech lead or leading an engineering team Preferred qualifications
5+ 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

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

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 - 168,100.00 - 227,400.00 USD annually

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Skills

Customer service
Incident response
Software development
Computer science
Recruitment
Mental health

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