Amazon's Customer Service organization is on a mission to delight customers at every touchpoint — and the technology powering that mission is built right here in Toronto, Ontario. The Contact Handling Experience (CHEX) team is looking for a Senior Software Development Engineer to take ownership of technical strategy, drive architecture decisions, and mentor the next generation of engineers building tools that serve millions of customers worldwide.

This isn't a role where you're maintaining legacy systems in the background. You'll be working at the intersection of Generative AI, associate-facing tooling, and large-scale distributed systems — shaping how Amazon's customer service evolves. If you thrive on greenfield projects and want your architectural decisions to have real, measurable impact, this is the environment for it.

About the Role: Sr. Software Dev Engineer, Amazon Customer Service

As a senior technical leader on the CHEX team, you'll own the full stack — from Lambda and Fargate-based compute through to React frontends. You'll define the architectural strategy that enables the team to deliver at scale, navigating complex cross-functional stakeholder relationships with Product, UX, Data Science, and Business Intelligence partners. The team builds associate-facing solutions that empower customer service agents to resolve issues efficiently, alongside AI-powered coaching and contact analysis systems that set new standards across the CS organization.

You'll work within an agile development environment, mentoring SDEs, collaborating with other Senior SDEs and Principal Engineers, and championing engineering best practices including coding standards, code reviews, and robust testing. There's also a meaningful cultural component here:



Amazon's commitment to staying customer obsessed means you'll have opportunities to observe the associate and customer experience firsthand through activities like Gemba walks and contact listening sessions.

Benefits and Salary

The base salary range for this position is $150,700 to $251,700 CAD annually. As a total compensation company, Amazon's package may also include sign-on payments and restricted stock units (RSUs), with final compensation determined based on experience, qualifications, and location. Amazon provides a comprehensive benefits package including Medical, Dental, and Vision Coverage, Maternity and Parental Leave Options, Paid Time Off (PTO), a Registered Retirement Savings Plan (RRSP), a Deferred Profit Sharing Plan (DPSP), and additional resources to support health and well-being for you and eligible family members.

Responsibilities

In this senior engineering role, you'll be expected to think and operate at both the system and team level. Your day-to-day work spans hands-on technical contributions, architectural leadership, and cross-functional collaboration — all in service of building the customer service tools that Amazon's associates rely on every day.

- Own the full stack from Lambda and Fargate-based compute through to React frontends
- Define technical strategy to evolve team and organizational architecture to enable delivery at scale
- Lead greenfield projects, mentoring SDEs and collaborating with Senior SDEs and Principal Engineers
- Partner cross-functionally with Product, UX, Data Science,



and Business Intelligence teams to conceive, design, and implement creative solutions
- Deliver high-quality software consistently within an agile development environment
- Champion customer obsession by participating in activities such as Gemba walks and contact listening to understand the associate and customer experience

Requirements / Skills

Amazon is looking for a senior engineer who combines deep technical expertise with the communication and leadership skills to influence both the team and the broader organization. The right candidate is someone who can zoom out to set architectural direction and then zoom in to mentor engineers and ship quality code. Experience with Generative AI and modern cloud-native development is a meaningful asset in this role.

- 5+ years of professional software development experience in a non-internship capacity
- 5+ years of programming experience with at least one software programming language
- 5+ years leading design or architecture of new and existing systems, including design patterns, reliability, and scaling
- Mentorship or tech lead experience, including leading an engineering team
- Full software development lifecycle experience (coding standards, code reviews, source control, build processes, testing, and operations) is preferred
- Bachelor's degree in Computer Science or equivalent is preferred
- Experience with Generative AI solutions in user-facing or developer-facing applications is an asset

Bachelor's degree in computer science or equivalent; 5+ years of full software development life cycle experience including coding standards, code reviews, source control management, build processes, testing, and operations; experience leveraging and extending Generative AI solutions in user-facing and/or developer-facing applications.

📌 Sr. Software Dev Engineer, Amazon Customer Service (Toronto)
🏢 Amazon Development Centre Canada ULC
📍 Toronto