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Description

The Ring and Blink Customer Service Engineering Services team is transforming how we serve thousands of customers through innovative AI solutions. Our team is building the future of customer service, developing intelligent systems that provide timely, proactive support while improving efficiency. We're looking for an experienced Software Development Engineer to design and deliver key components of our AI initiatives.

In this role, you'll design and implement critical features of our AI-powered customer service platform, make key architectural decisions, and help define technical approaches for automated support systems. You'll work across teams to develop scalable solutions that set new standards for AI-powered customer service.

Key job responsibilities

AI/ML Strategy & Innovation

• Research and evaluate AWS AI services (Bedrock, Amazon Q, SageMaker, Comprehend, Lex, Polly, Transcribe) and Amazon Connect AI features for customer service applications

• Leverage Amazon Connect's AI capabilities including Contact Lens, Customer Profiles, Evaluations, and QinC to build intelligent customer service solutions

• Determine when to adopt emerging AI technologies and assess their impact on current and future solutions, including integration with existing systems

• Create proof of concepts and pilot programs to promote AI-driven automations and optimizations for technology and business processes

• Collaborate with data science teams to productionize ML models and ensure smooth model lifecycle management using AWS compute infrastructure

• Drive AI model performance optimization, including monitoring, A/B testing, and continuous improvement initiatives

Technical Leadership

• Own end-to-end technical design and implementation of major features within our AI initiatives and AWS infrastructure, from initial concept through production deployment

• Lead technical discussions and design reviews for new features, ensuring alignment with business objectives and technical constraints

• Build scalable, secure, reliable, and cost-optimized solutions that integrate AWS compute services (EC2, ECS, Fargate, Lambda) and core offerings (VPC, IAM, CloudFormation) with AI technologies

• Lead CS in leveraging Amazon Connect native offerings to replace custom coded solutions where appropriate

• Define integration architecture and service definitions for interactions between systems

• Balance customer needs with technical constraints to deliver optimal solutions that provide measurable business value

Infrastructure & Platform Management

• Build robust, scalable solutions for customer support automation that handle millions of interactions with sub-second response times

• Drive continuous improvements in development and deployment processes, including automated testing, monitoring, and deployment pipelines using AWS core services

• Ensure high quality and reliability through comprehensive testing strategies, performance monitoring, and proactive system health management

• Optimize system performance and costs through efficient resource utilization and architectural improvements across AWS services

• Monitor and manage AWS infrastructure framework services, roles, keys, permissions, exceptions, scaling, and patches

• Lead the evaluation and architecture to manage failover and recovery, data replication, scaling bottlenecks, latency, and security

• Maximize Ring & Blink CS's ROI while minimizing cost through architectural optimization using both 1P and 3P systems

Cross-Functional Collaboration & Influence

• Work with product and business teams to maintain current state architecture artifacts and build target state architectures for the product roadmap

• Advise program management on technology/external dependencies for delivering new feature requests and help build work-back plans

• Lead collaboration across diverse groups including engineering, product, security, privacy, legal, and operations teams

• Present technical solutions and recommendations to senior leadership and technical stakeholders

Security, Compliance & Risk Management

• Ensure CS is securing neighbor data by adhering to Amazon's security, privacy, legal, and operational standards

• Work with Security and Privacy teams on getting directional buy-ins for solutions

• Design security architecture and controls for AI/ML systems, ensuring compliance with contact center regulations (PCI DSS, HIPAA) and data privacy requirements

• Implement security best practices for customer-facing AI applications and voice communications

Thought Leadership & Development

• Conduct code reviews and provide technical mentoring to elevate team capabilities and maintain high code quality standards

• Create reusable solutions and reference architectures that other engineers and Solutions Architects can leverage

• Lead the development and delivery of technical content (white papers, workshops, presentations, sample code)

• Actively mentor and develop others, sharing lessons learned and best practices

• Participate in on-call rotations to ensure system reliability and rapid incident response

A day in the life

As an Engineer on this team, your day revolves around shaping the future of customer service:

• Design & Build: Implement core features of our AI-powered customer service platforms using cutting-edge machine learning and natural language processing technologies

• Architect: Make critical architectural decisions that enable seamless integration of AI technologies with existing customer support infrastructure leveraging AWS offerings

• Scale: Build robust, scalable solutions for customer support automation using Amazon Connect and its AI capabilities that handle millions of interactions with sub-second response times

• Optimize: Drive technical improvements across our AI systems including model performance optimization, cost reduction, and reliability enhancements using AWS core offerings

• Collaborate: Guide and work with cross-functional teams including data scientists, product managers, and UX designers to promote engineering best practices

• Support: Participate in on-call rotations to ensure system reliability and rapid incident response

• Mentor: Conduct code reviews and provide technical mentoring to elevate team capabilities and maintain high code quality standards

About the team

The Ring and Blink CS Tech team owns and manages the customer support technology stack to provide and empower Ring's & Blink's customer support associates to deliver exceptional service to our Neighbors (customers). Our vision is to be customer-inspired and technology-enabled to propel customer service towards new horizons, transforming it into a scalable, secure, enterprise-grade infrastructure powered by AI and automation. We're evolving from reactive customer service to proactive, AI-enhanced support experiences. We are committed to delivering neighbor and associate experiences that are unparalleled, simplifying and streamlining business processes with intuitive interfaces via out-of-the-box, low-code, and innovative AI solutions. We focus on providing a seamless and effortless experience that revolutionizes customer service and boosts productivity.

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

- 1+ years of software development engineer or related occupational experience

- 1+ years of designing and developing large-scale, multi-tiered, multi-threaded, embedded or distributed software applications, tools, systems, and services using: C#, C++, Java, or Perl experience

- 1+ years of Object Oriented Design experience

- Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field

- Experience programming with at least one software programming language

- Experience with AWS technologies like Redshift, S3, AWS Glue, EMR, Kinesis, FireHose, Lambda, and IAM roles and permissions

- 1+ years of Amazon, or 2+ years of contact center experience

- Experience managing a team of high calibre Software Engineers developing complex, world class, scalable software systems that have been successfully delivered to customers

- · Strong proficiency in at least one object-oriented language (Java, Python preferred) with deep understanding of software design principles

- · Demonstrated experience designing and implementing large-scale software systems that serve high-traffic production workloads

Preferred Qualifications

- 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience

- Bachelor's degree or above in computer science, computer engineering, or related field, or experience working in Science, Technology, Engineering, or Mathematics (STEM)

- 2+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience

- Experience coordinating between technical teams, peers and business stakeholders

- Experience leading the architecture and design (architecture, design patterns, reliability and scaling) of new and current systems, or experience in debugging, profiling, and implementing software engineering best practices in large-scale systems

- Experience leading engineering teams as a mentor or tech lead, or experience in debugging, profiling, and implementing software engineering best practices in large-scale systems

- Knowledge of security and compliance standards including HIPAA and GDPR

- · Experience with Generative AI technologies and large language models including prompt engineering, RAG systems, and model fine-tuning

- · Strong background in AWS AI services such as Amazon Bedrock, SageMaker, Comprehend, Lex, Polly, and Transcribe with production deployment experience

- · Deep knowledge of Amazon Connect AI capabilities

- · Experience building and maintaining production ML/AI systems including model monitoring, A/B testing, and performance optimization

- · Expertise with AWS compute optimization including auto-scaling, load balancing, and cost optimization strategies

- · Experience with real-time systems and low-latency requirements for customer-facing applications and voice communications

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Los Angeles County applicants: Job duties for this position include: work safely and cooperatively with other employees, supervisors, and staff; adhere to standards of excellence despite stressful conditions; communicate effectively and respectfully with employees, supervisors, and staff to ensure exceptional customer service; and follow all federal, state, and local laws and Company policies. Criminal history may have a direct, adverse, and negative relationship with some of the material job duties of this position. These include the duties and responsibilities listed above, as well as the abilities to adhere to company policies, exercise sound judgment, effectively manage stress and work safely and respectfully with others, exhibit trustworthiness and professionalism, and safeguard business operations and the Company’s reputation. Pursuant to the Los Angeles County Fair Chance Ordinance, we will consider for employment qualified applicants with arrest and conviction records.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, CA, Hawthorne - 143,700.00 - 194,400.00 USD annually