Software Development Engineer, Customer Service TechnologiesCustomer 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 Software Development Engineer to join 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. You will design, build, and operate the systems that replace this fragmented approach with continuous observability, autonomous response, and intelligent customer recovery — operating in real-time at massive scale.This is a greenfield opportunity on a newly formed team with high ownership and rapid iteration. You will tackle challenging problems spanning real-time signal processing, anomaly detection, autonomous incident response, and closed-loop recovery systems. You will work closely with applied scientists, product managers, and senior engineers to turn ambiguous customer problems into technical designs and ship them to production. The ideal candidate thrives in ambiguity, cares deeply about code quality and operational excellence, and is energized by building systems from scratch that directly impact the experience of millions of customers.Key job responsibilitiesDesign, build, and operate core platform capabilities for NCC,



including real-time observability, incident detection, autonomous response, and customer recovery systemsOwn the end-to-end delivery of features and subsystems — from technical design through implementation, testing, deployment, and production operationCollaborate with applied science teams to integrate ML models for anomaly detection, predictive alerting, and closed-loop learning workflows into production systemsSolve hard distributed systems problems — real-time event processing at scale, low-latency decision making, and fault-tolerant service designOperate what you build — participate in on-call rotations, build operational dashboards and runbooks, and drive continuous improvement of system reliabilityContribute to technical design discussions, code reviews, and engineering best practices that raise the bar across the teamMentor junior engineers on system design, code quality, and operational best practicesAbout the teamNetwork 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 Qualifications3+ years of non-internship professional software development experience2+ years of non-internship design or architecture (design patterns, reliability and scaling)



of recent and existing systems experienceExperience programming with at least one software programming languagePreferred Qualifications3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experienceBachelor's degree in computer science or equivalentExperience working with high-availability, distributed systems and servicesExperience selling AI/ML solutionsExperience with AWS servicesExperience designing, building, operating, and managing large-scale distributed systems or web servicesExperience in managing critical operational processes, with SLA responsibilityAmazon 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 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. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. Veterans, military spouses, and people with disabilities are encouraged to apply.#J-18808-Ljbffr

📌 Software Development Engineer, Customer Service Technologies (Vancouver)
🏢 Amazon
📍 Vancouver