Key job responsibilities Lead the development of SSA products and drive improvements that enable the organisation to effectively insist on the highest operational excellence standards. Design and develop scalable, enterprise solutions and solve problems that have substantial risks and conflicting constraints along multiple dimensions Create frameworks and solutions that enable seamless integration of GenAI technologies into existing systems Collaborate with engineering and product teams to identify opportunities for automation and efficiency improvements Establish best practices and guidelines for code organisation, clarity, simplicity, error handling, and documentation. Drive innovation through technical demonstrations, workshops, and documentation Drive team's OE/ EE efforts and mentor fellow engineers on implementation strategies Make good tradeoffs between short-term delivery and long-term maintainability of your organisation’s architecture About The Team The Self-Service Automation (SSA) team is a critical part of the Customer Experience Products (CXP) organisation. Our mission is to apply machine learning to solve customer problems through our customer service channels without the need for agent intervention. We also work to make contact handling more efficient for both Customer Service Associates and Customers in cases where full automation is not applicable. We own the end-to-end contact experience across the retail website and mobile applications. Our goal is to empower customers to self-serve whenever possible, while also equipping our agents with the tools and insights they need to provide exceptional support. Some Key Focus Areas For The SSA Team Include Developing intelligent self-service features that can resolve common customer inquiries without human assistance Optimizing contact routing and triage to ensure customers are directed to the most appropriate support channel Leveraging predictive analytics to anticipate customer needs and proactively offer solutions Integrating automation seamlessly into the overall customer service experience By driving innovation in these areas, we aim to improve efficiency, reduce costs, and most importantly, delight our customers through friction less, personalized support. This is core to our mission within the broader CXP organization. Basic Qualifications 7+ years of non-internship professional software development experience 7+ 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 Bachelor's degree in computer science or equivalent Preferred Qualifications 7+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience 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.

About Amazon

Amazon is guided by four principles: customer obsession rather than competitor focus, passion for invention, commitment to operational excellence, and long-term thinking. We are driven by the excitement of building technologies, inventing products, and providing services that change lives. We embrace new ways of doing things, make decisions quickly, and are not afraid to fail. We have the scope and capabilities of a large company, and the spirit and heart of a small one. Together, Amazonians research and develop new technologies from Amazon Web Services to Alexa on behalf of our customers: shoppers, sellers, content creators, and developers around the world. Our mission is to be Earth's most customer-centric company. Our actions, goals, projects, programs, and inventions begin and end with the customer top of mind. You'll also hear us say that at Amazon, it's always "Day 1."​ What do we mean? That our approach remains the same as it was on Amazon's very first day - to make smart, fast decisions, stay nimble, invent, and focus on delighting our customers.