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Software Development Engineer, Contact Handling Experience - Job Opportunity at Amazon Development Centre Canada ULC

Toronto, Canada
Full-time
Mid-level
Posted: June 29, 2025
On-site
CAD 120,000 - 160,000 annually based on Amazon's competitive compensation structure for mid-level software engineers in Toronto, with additional stock options and performance bonuses typically adding 30-40% to total compensation

Benefits

Comprehensive medical, dental, and vision coverage providing complete healthcare security for employees and their families
Generous maternity and parental leave options supporting work-life balance during critical family moments
Flexible paid time off policy enabling personal wellness and vacation flexibility
RRSP contributions supporting long-term financial security and retirement planning

Key Responsibilities

Architect and develop mission-critical software services that power Amazon's global customer service infrastructure, directly impacting millions of customer interactions daily
Design and implement scalable, high-availability systems that operate at Amazon's massive global scale, ensuring seamless customer experiences across all touchpoints
Lead the development of next-generation CRM solutions that redefine how Customer Service Associates deliver exceptional customer experiences
Drive technical innovation by integrating cutting-edge Large Language Model technology to enhance customer service capabilities and operational efficiency
Collaborate with cross-functional teams including product management, UX design, and engineering to deliver comprehensive full-stack solutions
Make strategic technology decisions that influence the direction of Amazon's customer service platform and affect millions of users globally
Own and optimize complex data architectures while building new associate-facing features that improve productivity and service quality

Requirements

Education

Master's degree in computer science or equivalent

Experience

3+ years of non-internship professional software development experience

Required Skills

3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations 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 Cloud computing expertise Distributed systems knowledge Data processing capabilities Large Language Models (LLMs) experience
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Sauge AI Market Intelligence

Industry Trends

The customer service technology sector is experiencing unprecedented transformation through AI and machine learning integration, with companies investing heavily in LLM-powered solutions to enhance customer interactions and reduce operational costs. This trend is particularly accelerated by the need for scalable, personalized customer experiences in the post-pandemic digital economy. Contact center technologies are evolving from traditional phone-based systems to omnichannel platforms that seamlessly integrate voice, chat, email, and emerging communication channels. This evolution requires sophisticated software architecture that can handle multiple data streams and provide unified customer profiles across all touchpoints. The demand for cloud-native, distributed systems expertise in customer service applications has surged as companies seek to achieve global scale while maintaining low latency and high availability. This has created a premium market for engineers who can architect systems that handle millions of concurrent interactions while ensuring data consistency and security.

Role Significance

Typically operates within a team of 6-10 engineers with close collaboration across multiple cross-functional teams including product management, UX design, and various engineering teams throughout Amazon's customer service ecosystem
This is a mid-to-senior level individual contributor role with significant technical leadership responsibilities, involving architectural decisions that impact Amazon's global customer service platform and requiring collaboration with senior technical leaders across the organization

Key Projects

Development of next-generation CRM platforms that integrate multiple communication channels and provide real-time customer insights Implementation of Large Language Model solutions for automated customer service responses and associate decision support Architecture of scalable data processing systems that handle millions of customer interactions daily across global markets Creation of associate-facing tools and interfaces that improve productivity and service quality metrics

Success Factors

Deep technical expertise in distributed systems architecture and cloud computing platforms, as the role requires building solutions that operate at Amazon's global scale with stringent reliability requirements Strong product mindset and customer obsession, essential for understanding Customer Service Associate needs and translating them into technical solutions that genuinely improve the customer experience Ability to work effectively in Amazon's fast-paced, high-ownership culture where engineers are expected to drive projects from conception to delivery while maintaining operational excellence Excellent cross-functional collaboration skills, as success requires working closely with product managers, UX designers, and engineering teams across different Amazon organizations Continuous learning mindset, particularly in AI/ML technologies, as the role involves integrating cutting-edge LLM technology into production systems

Market Demand

Very high demand driven by Amazon's aggressive expansion in AI-powered customer service solutions and the critical nature of customer experience in e-commerce competition

Important Skills

Critical Skills

Distributed systems architecture expertise is absolutely essential as this role involves building systems that must handle Amazon's massive scale while maintaining high availability and low latency across global regions. The ability to design for fault tolerance, data consistency, and horizontal scaling directly determines the success of customer service operations. Full-stack development capabilities are crucial because the role requires building complete solutions from data processing backends to user-facing interfaces for Customer Service Associates. Understanding the entire technology stack enables more effective problem-solving and system optimization. Cloud computing proficiency, particularly with AWS services, is fundamental as all solutions must leverage Amazon's cloud infrastructure effectively. This includes understanding of serverless architectures, containerization, and cloud-native design patterns that enable rapid scaling and cost optimization.

Beneficial Skills

Machine learning and AI experience, particularly with Large Language Models, provides significant advantage as Amazon continues to integrate advanced AI capabilities into customer service operations. This knowledge enables contribution to next-generation features that differentiate Amazon's customer service capabilities. Customer service domain knowledge or experience with CRM systems offers valuable context for understanding user needs and designing more effective solutions. This background helps bridge the gap between technical capabilities and practical customer service requirements. Experience with real-time data processing and analytics platforms enhances ability to build systems that provide immediate insights and responses in customer service scenarios, supporting Amazon's commitment to rapid issue resolution and proactive customer support.

Unique Aspects

Direct involvement in integrating Large Language Model technology into production customer service systems, providing cutting-edge AI experience that positions candidates at the forefront of industry innovation
Opportunity to impact millions of customer interactions daily through software development, offering rare visibility into the direct business impact of technical decisions
Access to Amazon's vast scale and technical infrastructure, providing experience with challenges and solutions that few other companies can offer
Cross-functional collaboration with teams across Amazon's diverse business units including Audible and other subsidiaries, offering broad exposure to different technical domains and business models

Career Growth

Typical progression to senior level within 2-3 years at Amazon, with opportunities for principal or management roles within 4-6 years based on performance and business impact

Potential Next Roles

Senior Software Development Engineer with expanded architectural responsibilities and technical leadership of larger initiatives Principal Engineer focusing on customer service technology strategy and cross-organizational technical decisions Engineering Manager leading customer service platform development teams Technical Product Manager specializing in customer service technology solutions

Company Overview

Amazon Development Centre Canada ULC

Amazon Development Centre Canada represents Amazon's significant investment in Canadian tech talent, serving as a key hub for developing customer-centric technologies that support Amazon's global operations. The center focuses on critical infrastructure and customer-facing solutions that directly impact Amazon's mission to be Earth's most customer-centric company.

Amazon maintains a dominant position in cloud computing and e-commerce, with its customer service technology platform handling billions of interactions annually and setting industry standards for scale, reliability, and customer experience innovation
Toronto serves as Amazon's primary Canadian development hub, leveraging the city's diverse tech talent pool and serving as a strategic location for developing solutions that support Amazon's North American operations and global expansion
Amazon's culture emphasizes high ownership, customer obsession, and technical excellence, with engineers expected to think like owners and drive significant business impact through their technical contributions. The environment is fast-paced and results-oriented, offering substantial growth opportunities for high performers.
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