Customer Service (CS) Solutions Engineer

Description:

The Solutions Engineer plays an integral role in maintaining and enhancing technology solutions currently employed in Customer Service (CS) Infrastructure and Operations. You will partner with a global, cross-functional team to develop, test, launch, and refine solutions to optimize our service experience. You will configure and implement infrastructure technologies that enable various aspects of CS Operations, serving both internal and external customers. Examples of such technologies include Intelligent Contact Routing, Interactive Voice Response (IVR), and a “smart conversation assistant” – and doing it in a way that ensures compliance with Amazon’s security and software development standards.

PRIMARY RESPONSIBILITIES

• Contact Routing– Maintain and modify logic in “call flow” code that determines how customer contacts are routed to customer service representatives. Develop and implement new contact routing strategies for CS initiatives. Leverage a realtime targeting tech stack using internal APIs and low-latency databases. Optimize structure and codebase documentation for existing call flows.
• Smart Conversation Assistant– Maintain a key software application that enables more personalized service interactions. Deploy upgrades to underlying software packages and platforms. Troubleshoot and address issues reported by users. Implement minor adjustments or fixes to the application as needed through its end of life. Support development of technical requirements for integration of functionality into a new platform.
• AWS Account– Administer and configure our team’s AWS account with the necessary IAM roles, users, access policies, and/or AWS services.
• Documentation– Produce and maintain robust documentation of our code base, key design decisions, and the current status of the solution as deployed in production.

REQUIRED QUALIFICATIONS

• Degree in Computer Science or equivalent experience (5+ years)
• Full-stack development experience (Java, HTML5, CSS3, Javascript, node.js, JSON, SQL/NoSQL)
• Experience with one or more scripting/interpreted programming languages (Python, Bash or Powershell)
• Experience with web frameworks, Spring Framework, Service Oriented Architecture (SOA), and APIs
• Experience with AWS compute and data products, including but not limited to Redshift, DynamoDB, S3, EC2, and Lambda applied at scale in a production environment
• Experience in infrastructure, databases, and networking architecture
• Experience with just-enough documentation, unit testing, codereviews, test automation, continuous integration & deployment, and agile methods
• Strong interpersonal and communication skills with both technical and non-technical stakeholders
• Strong problem solving skills, adaptable, proactive and willing to take ownership

PREFERRED QUALIFICATIONS

• Experience working in an organization focused on Customer Experience or Customer Service
• AWS Certified Developer and/or Solutions Architect (Associate or Professional level)
• Experience with customer targeting / segmentation platforms
• Experience with HTTP/2, serverless, microservices