Do you want to influence the experience of millions of customers?
You will get chance to enhance and re-architect one of the world's biggest Customer Service Chat Platform. This platform serves millions of customers every month across all geographies. The Chat platform provide plugging in ChatBot as per business need. Platform provides both synchronous and asynchronous chat capabilities. Platform is powering the Amazon Retail Asynchronous Mobile Customer Service Chat platform “Message Us” available in US, UK and IN. Message Us is also being launched in Retail Desktop by 2018 Q4. We offer the generic Customer Service Chat SDK used by 50+ teams in Amazon such as Paragon, AWS, IT Helpdesk etc.
You will also get chance to innovate and simplify the Customer Service Email Routing Platform used by 100+ teams in Amazon across all geographies. The platform has 20,000 Email Queues currently and route ~300K emails every day.
Team is building up a live language translation medium in both Email and Chat channels which will enable English speaking Associates to handle and resolve the German and other international customers queries and issues.
You will also be part of creating disruptive Amazon Customer Service Automated Help solution which can predict customer issues leveraging AI and machine learning, and proactively provide relevant self service options.
The ownership areas of the team provide unique opportunity with direct exposure to both Retail Customers and the Customer Service associates.
In terms of tech complexity, the solutions managed by team are distributed, highly concurrent, highly available and require low latency. The chat platform is unlike any peer to peer chat platform where both participants are known. In customer service chat platform, customer start chat with Amazon and then the chat is routed to a specialized agent who is available to handle customer queries/ issues. This does involve complex state management and routing of chats. System also handles multiple other use cases such as Bot integration, enables customer to move away and rejoin the ongoing chat session etc. Similarly email routing system also involves complex state management solution built on Herd workflow framework to route the email to appropriate agent. All the systems/ services handle critical customer data and are classified as Red in Anvil.
The SDE is expected to have good understanding of distributed computing, should have strong data structures, algorithm and coding skills.
We are seeking Software Development Engineer excited by this opportunity. If this sounds interesting, we'd love to hear from you!