Software Development Engineer, Leo Business Solutions

Amazon • Redmond, WA

1d

About The Position

Amazon Leo is Amazon’s low Earth orbit satellite network. Our mission is to
deliver fast, reliable internet connectivity to customers beyond the reach of
existing networks. From individual households to schools, hospitals, businesses,
and government agencies, Amazon Leo will serve people and organizations
operating in locations without reliable connectivity.

We are seeking passionate, talented, and inventive Software Development
Engineers to join our Leo Customer Support Solutions (KCSS) team. The KCSS team
creates software to assist Leo customers with their questions, issues, and
troubleshooting requests. You'll be building sophisticated contact center
infrastructure and tools that empower our live agents - the backbone of our
customer service operation. As a Software Development Engineer on this team,
you'll develop robust systems that enable our agents to efficiently resolve
complex customer issues, ultimately ensuring a superior end-to-end customer
experience. Your work will directly impact how effectively we handle customer
inquiries, reduce resolution times, and maintain high customer satisfaction in
challenging scenarios.

As a Software Development Engineer, you'll have the opportunity to work on
full-stack development, integrate AI/ML capabilities, build foundational
infrastructure, and solve complex, real-world challenges that directly impact
customer experience. We're offering exciting opportunities to work on:
- Full-stack development of customer support applications and tools
- AI/ML integration to enhance efficiencies across customer service products
- Building foundational infrastructure for contact center operations
- Developing solutions that systematically reduce contact volumes and improve
resolution efficiency
- Solving complex, real-world challenges that directly impact customer
experience

As a software development engineer at Leo Business Solutions, you’ll be working
in a fast-paced startup-like environment with a high ceiling for growth. On a
daily basis, you’ll have the opportunity to invest in building novel solutions
for unique problems in the space; building upon existing frameworks to help
assist in improving the customer experience and often participating in the
end-to-end development lifecycle to build services from the ground up. You will
work with teams that boast a diverse range of experience and perspectives to
draw from. The environment is an ideal location for new engineers to start their
careers, hone their development skills, and master leadership fundamentals.

Our mission is to revolutionize customer support for Leo's satellite internet
service by building robust tools and infrastructure that empower our contact
center agents. We focus on continuously improving resolution times and
first-contact resolution rates, ensuring quick and effective problem resolution
for our customers.

As part of our team, you'll collaborate with product managers, UX designers, and
other engineers to develop innovative solutions. We're a group of passionate
problem solvers who move fast and iterate quickly. Our culture values
experimentation, collaboration, and open communication. Your work will help
bridge the digital divide and make a real difference in people's lives.

Requirements

• Strong software development skills and experience building scalable, production-grade applications
• Passion for creating innovative solutions that enhance and elevate the customer experience
• Interest in learning and working with contact center technologies and customer support systems
• Strong problem-solving abilities and excellent collaboration skills to work effectively with cross-functional teams
• Interest in working with satellite and communications technology
• 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

Nice To Haves

• 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

Responsibilities

• Design and implement scalable, high-performance software solutions for our contact center infrastructure and agent tooling
• Lead the development of features or components, making sound architectural decisions and considering long-term maintainability
• Mentor junior engineers, providing technical guidance and code reviews
• Collaborate with cross-functional teams to define and implement product requirements
• Contribute to the full software development lifecycle, from design to deployment and maintenance
• Identify and drive improvements in software quality, performance, and operational excellence
• Participate in on-call rotations and lead troubleshooting efforts for complex production issues
• Analyze and optimize system performance, scalability, and reliability
• Contribute to technical design discussions and help shape the team's technical strategy
• Proactively identify and mitigate potential risks in projects and ongoing operations

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level