Software Dev Engineer, Amazon Customer Service (Toronto)

Amazon is Earth''s most customer-centric company, broadly recognized as #1 in Amazon Customer Service (CS) both in the US and abroad. We drive innovation and customer obsession into everything we do, from intuitive self-service experiences to high-quality associate support when customers need us most. Come build the future of customer service. The Associate Engineering team plays a critical role in this mission. We empower associates to solve customer problems with confidence, giving them intelligent tools, actionable insights, and systems that analyze customer interactions, all working to set new standards for service excellence. We are building the next generation of Agentic AI and Generative AI experiences for customers and associates, where technology amplifies human connection, reduces friction, and delivers seamless, consistent, and personalized interactions at global scale. We''re seeking an innovative, customer-obsessed Software Development Engineer with a high degree of ownership to help design, build, and scale these foundational platforms. Key job responsibilities - Design and build scalable, secure, and reliable distributed services (full stack) that support global customer and associate experiences. - Develop Agentic AI and Generative AIpowered capabilities that help associates make better decisions and automate repetitive workflows - Deliver high-quality software by writing well-tested, maintainable code and contributing to design and code reviews. - Work with Product, UX, Data Science, and BI partners to translate requirements into customer-focused engineering solutions. - Operate services in production, contributing to monitoring, troubleshooting, and continuous improvement of performance, reliability, and availability. - Use operational metrics and customer insights to identify opportunities, validate solutions, and improve system performance and experience quality. A day in the life In this role, your day will center around designing and building systems that power associate tools and AI-driven experiences. Youll spend much of your time writing code, reviewing technical approaches with teammates, and evolving services that support real-world customer support workflows at scale. Youll work closely with product and design partners to explore where Generative AI and agent-style automation can simplify workflows, reduce repetitive steps, and make guidance more intuitive for users. Some days youll prototype new AI-powered capabilities or experiment with new architectural patterns, and other days youll dive deep into reliability, performance, and system behavior in production. Youll also stay connected to how your systems are used reviewing usage signals, observing workflows, and learning directly from the people who rely on the tools you build. When you see opportunities to invent, simplify, or optimize a solution, youll iterate and improve it, and youll see the impact of your work directly in real customer-support scenarios. About the team We''re a team of builders and innovators who genuinely love what we do. We move fast, experiment boldly, and have a lot of fun turning big ideas into real impact. Ours is a culture of psychological safety, where curiosity is rewarded and questions are welcomed. We take real ownership of what we build and hold a high bar for one another, always sharpening our craft, sharing what we learn, and pushing each other to grow. From AI-powered tools to systems that turn millions of customer interactions into real insight, the problems we tackle are big, technical, and genuinely meaningful. And at the heart of it all is a deep obsession with delighting the customer associates and the millions of customers who count on us. BASIC QUALIFICATIONS - 3+ years of non-internship professional software development experience - 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience - Experience programming with at least one software programming language - Bachelor''s degree in Computer Science, Engineering, Mathematics, or a related field - Knowledge of qualified software engineering & best practices for full software development life cycle, including coding standards, software architectures, code reviews, source control management, continuous deployments, testing, and operational excellence PREFERRED QUALIFICATIONS - 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience - Master''s degree in computer science or equivalent - Knowledge of Machine Learning and LLM fundamentals, including transformer architecture, training/inference lifecycles, and optimization techniques Amazon 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. Apply on Kit Job: kitjob.ca/job/2pk2nb