• Software Development Engineer II

    Location IN-TS-Hyderabad
    Posted Date 7 months ago(16-08-2018 12:54)
    Job ID
    Amazon Dev Center India - Hyderabad
    Company/Location (search) : Country (Full Name)
  • Job Description

    Do you want to reinvent Amazon's customer service?
    Join our team to reinvent the Amazon’s Customer Service with our new vision Foresight and new Customer Service (CS) Architecture.
    Foresight detects and anticipates customer issues to proactively engage customers in prominent places through relevant channels across Amazon's many sites, applications and devices.
    Foresight is designed to be an effortless experience for the customer and is based on three fundamental elements: Meet, Match, Solve. It detects issues that are likely to require customer intervention based on recent account history and purchases, customer habits, digital consumption, subscription transactions, and package tracking. Each identified issue is bundled with explanatory information and common solutions represented as 1-click or 1-phrase actions.
    Foresight then proactively surfaces these bundles to customers in prominent channels such as the chat-based messaging experience, an Alexa device, the retail website, Amazon mobile application or Amazon Voice Assistant (AVA). These bundles have been so successful that CSAs use them as Solution Cards when customers contact Amazon to resolve issues. CSAs also have visibility to customer’s prior actions so they are able to assist customers effectively and efficiently.

    This product will provide you the opportunity to converge the current Retail Help pages, Contact Us and Your Account pages into one single experience with automation. You will also get a chance to implement the Search feature in “Foresight”. Search will enable customers to get the solution cards which are not predicted by machine learning system. This Search will leverage NLP and NLU to get the customer intent and provide them with solution cards to resolve their issues.

    Team manages stack for retail customer journey from customer service landing to contact us on retail website. The stack is highly scalable, concurrent and available. Team built a layered framework on top of Horizonte. Team built Contact Us stack with ~30 pages across mobile and desktop channel on the new framework. It also owns a contact routing library which is responsible for intelligent routing based on order attributes.

    We are seeking experienced Software Development Engineers excited by this opportunity. If this sounds interesting, we’d love to hear from you!

    Basic Qualifications

    • A Bachelor’s degree in Computer Science or related technical discipline

    • Experience communicating with both technical and business audiences

    • Background in computer science basics (data structures, sorting/searching algorithms, order analysis)

    • Experience with designing, building, and deploying scalable, highly available systems

    • Fluency in C++ and/or Java and Javascript

    Preferred Qualifications

    • Willingness to deeply understand the goals and challenges of informational operations

    • Analytical abilities, proven design skills and a track record of delivery

    • Experience with CSS, JavaScript, AJAX, Perl

    • Experience with data analysis/mining in large scale database environments

    • Linux experience

    • Lean methodology experience

    Keywords: Software Engineer, Software Development Engineer, Software Developer, Mobile Software Development Engineer, Front-end Software Development Engineer, Back-end Software Development Engineer, SDE, ML, NLP, NLU, Big Data, Data Science, ChatBot, AI, Artificial Intelligence

    Amazon is an Equal Opportunity-Affirmative Action Employer – Minority / Female / Disability / Veteran / Gender Identity / Sexual Orientation
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