Software Development Engineer, AWS Kumo at Amazon Web Services

Description

Amazon Web Services (“AWS”) is the world’s most comprehensive and broadly adopted cloud platform. AWS offers over 100+ fully featured services to millions of active customers around the world—including the fastest-growing start-ups, largest enterprises, and leading government agencies and organizations. AWS Customers are continuing to leverage AWS Services for applications ranging from exploratory to targeted innovative solutions to business-critical systems.
Kumo is the software engineering organization that scales AWS’s support capabilities. Amazon’s mission is to be earth’s most customer-centric company and this also applies when it comes to helping our own Amazon employees with their everyday IT Support needs. Our team is innovating for the Amazonian, making the interaction with IT Support as smooth as possible. We achieve this through multiple mechanisms which eliminate root causes altogether, automate issue resolution or point customers towards the optimal troubleshooting steps for their situation. We deliver the support solutions plus the end-user content with instructions to help them self-serve. We employ machine learning solutions on multiple ends to understand our customer's behavior, predict customer's intent, deliver personalized content and automate issue resolution through chatbots.

In our team, engineers have the opportunity to contribute to the complete vertical stack of an SOA based system, which is horizontally connected to most systems in the larger Amazon ecosystem. Our SDEs use a variety of open source technologies, native AWS services as well as services internal to AWS. We code mostly in Java, Python, JavaScript/TypeScript, and build on technologies powering the web such as ReactJS/Angular/Bootstrap, Node and Elastic Search as well as a broad range of in-house Amazon Cloud technologies and native AWS technologies, such as Route53, Lambda, API gateway, AppSync, KMS, AWS Connect, Lex, Kendra, Redshift, QuickiSight and DynamoDB.

This particular opportunity involves working in the exciting space of advanced intelligent customer support management systems, joining a hybrid team of software engineers and AI/ML experts. We are building next generation technical contact center decision support systems, touching on intelligent skills-based routing engines, self-service and configurable routing management platform, real-time platform intelligence analytics, simulation engines, using large data sets which inform machine models, supplemented by AI/ML algorithms to solve the goal of improving outcomes and customer support metrics leading to improved AWS customer satisfaction. Managing a technical support contact center operations is much more complex than standard contact centers. The problems we face are unique to AWS' ecosystems, the scaling challenges are equally unique.

Our Team Is Growing And Hiring Software Development Engineers At All Levels. Depending On The Level, You Will Demonstrate Knowledge In The Following Disciplines At Varying Levels

Software Development

• You recognize and adopt best practices in software development engineering: design, testing, version control, documentation, build, deployment, and operations.
• You write high quality, maintainable, and robust code
• You have a working knowledge of basic UI technologies, frameworks and concepts including HTML 5, REST, jQuery, AJAX, CSS3, SOA, Responsive design
• You can define APIs and integrate them into usable interfaces
• You understand how web applications work, perform and scale. You are comfortable with troubleshooting and problem analysis

Problem Solving

• You solve problems at their root, stepping back to understand the broader context.
• You develop pragmatic solutions. You build flexible/scalable systems without over-engineering and choose simple, straightforward solutions over more complex ones. Where existing solutions are known, you use them.
• You understand fundamental data structures and algorithms and know how, when and when not to use them.
• You anticipate and prevent future problems from occurring

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
• Experience programming with at least one software programming language

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 in computer science or equivalent