DESCRIPTION

"We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." - Jeff Bezos, Founder & CEO.

We didn't make Amazon a multi-billion dollar company, our customers did. We want to ensure that our customers have a positive experience that keeps them coming back to Amazon. To help achieve this, the Worldwide Defect Elimination (WWDE) team relentlessly focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. WWDE engineers solve complex problems and build scalable, cutting edge solutions to help our customers navigate through issues and eliminate systemic defects to prevent future issues.

The WWDE aggregates world wide Voice of Customer (VoC) i.e. all customer feedback, transcript of all interaction and the technology that creates tools enabling internal associates, business owners to assist customers on problems that they experience through the lifetime of the products we sell at Amazon. VoC Tech owns Heartbeat and Textminer products, together enabling Amazonians to access their customer feedback and insights into their customer experience.We have three primary components to deliver on this mission: data management (Heartbeat), data visualization (Heartbeat), and text classification (Textminer). VoC runs sophisticated NLP and text mining algorithms to transform these signals into actionable data attributes. These actionable attributes are used by WWDE with help of machine learning (ML) systems to identify systemic and recurring root cause defects which are then relayed to upstream Amazon ordering and fulfilment systems to ensure such defects are eliminated at the source. The team also focuses on new initiatives that innovatively solve customer issues before the defect occurs, proactively detects and resolves customer issues before they contact Amazon, and provide consistent user experience across all contact channels.

As a Sr. Software Development Engineer, you will design, manage and own Voice of the Customer (VOC) Technology solutions that is a suite of services powering Amazonians to listen, catalog, tag, and examine customer provided information. Business teams use it to locate product or service improvement opportunities like defect detection or feature enhancements.

As a technical leader, you will have significant influence on our overall strategy by helping define these product features, drive the system architecture, and spearhead the best practices that enable a quality product. The vision for VOC tech is to become the system that ensures all customer experience opportunities are located and effortlessly resolved. We have exciting charter to expose our data and technologies for other Amazon teams to use and onboard as self service, scale globally to all languages, support un-assisted machine learning models out of the box and launch a new website that is super user friendly.

If you have a flair for innovation and passion for solving some of the most challenging problems in the industry, we need you!

We believe passionately that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, sexual orientation, race, religion or belief.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us

BASIC QUALIFICATIONS

• Bachelor's degree or higher in Computer Science, Computer Engineering or related technical discipline.
• 6+ years industry experience in software development and delivery.
• Proven understanding of scalable computing systems, software architecture, data structures and algorithms.
• Knowledge of professional software engineering practices & best practices for the full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations

PREFERRED QUALIFICATIONS

• Master's degree or PhD in Computer Science, Computer Engineering or related technical discipline.
• Solid verbal and written communication skills.
• 7+ years industry experience in software development and delivery.
• Experience building large-scale software systems that have been successfully delivered to customers.
• Experience in communicating with users, other technical teams, and senior management to collect requirements, describe software product features, technical designs, and product strategy
• Hands-on expertise in many disparate technologies, typically ranging from front-end user interfaces through to back-end software systems and all points in between.
• Experience leading design and development of complex software systems that have successfully been delivered to customers
• Exposure to Machine Learning/deep learning projects, data mining, and/or statistical tools and software
• Demonstrated ability to mentor junior software engineers or software developers in all aspects of their engineering duties.
• You have a bit of an entrepreneurial streak and like understanding how the entire business works - our Sr. SDEs don't just define the technical approach, but also have a seat at the table to help make the right product decisions.
We believe passionately that employing a diverse workforce is central to our success and we make recruiting decisions based on your experience and skills. We welcome applications from all members of society irrespective of age, gender, disability, sexual orientation, race, religion or belief.

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us