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 recent 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 innovative 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 e

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