Amazon.com is broadly recognized as #1 in Customer Service in the US and abroad. At Amazon we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Engagement Technologies (CET) department.
CET owns the technology to support and enhance our Customer Service Operations network through our Self Service and Automation features, CRM, contact center infrastructure, and various client applications. We focus on robust architecture, world class UX, and leverage our Big Data to drive insights and solutions through a myriad of applications.
CET is looking for an experienced Network Development Engineer (NDE) to lead a multi-year, large-scale, contact center system and infrastructure. You will be part of a Global Product and Technology team whose innovations and strategies will define the next generation of Amazon Customer Service in partnership with Amazon Web Services technology teams.
Key job responsibilities
As a Networking Development Engineer in CET, you will be:
- Responsible to design, implement, and manage robust network and telephony solutions on AWS that ensure seamless operations for our global Amazon Customer Service (CS) contact centers.
- Collaborate across teams to deliver high-quality solutions, from concept to production, and lead network projects to optimize contact quality, network latency, and scalability while adhering to best practices of network engineering.
- Partner with broader Network/Infrastructure teams to ensure geographically dispersed agents can handle contacts flawlessly and adhere to operational performance standards.
- Troubleshoot and resolve network routing, telecom carrier issues, contact quality and agent connectivity issues.
- Collaborate with Data/Software engineering teams for efficient deployment of new designs, products, and network software tools.
- Develop and maintain clear documentation on network implementations, deployments, recurring issues, procedures, and knowledge transfer.
- Work alongside top-tier escalation engineers to resolve complex network and telecom issues. The desire and ability to work in an operational, fast paced, collaborative environment is essential.
A day in the life
You will work closely with senior leaders across cross-functional stakeholder teams within Amazon to drive collaboration and influence them to prioritize projects, meet objects and adhere to business plans towards shared objectives.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
- 4+ years of major internet routing protocols experience
- 4+ years of experience in a technical on-call capacity, responding to customer impacting events, troubleshooting, mitigating and root-cause analysis of those events.
- 1+ years of automation scripting using Python, Bash, Shell and/or Perl experience
- Thorough understanding of TCP/IP networking, IP routing, Server Load Balancing, MPLS, BGP, Firewalls, ACLs, DNS, VPN etc.
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $127,400/year in our lowest geographic market up to $212,800/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
