The Principal Software Engineer will lead the development and evolution of Amazon Customer Service technology, impacting customer interactions across various platforms. This role involves setting technical direction, driving architectural decisions, and enhancing engineering standards within a complex, customer-facing technology organization. The engineer will collaborate with product, science, and research teams to innovate customer service technology. Success in this position is defined by establishing a clear technical vision and improving customer outcomes through effective system design and AI integration.

• 15+ years of professional software development experience
• Experience designing and operating large-scale distributed systems or relevant experience with complex, high-availability architectures
• Demonstrated ability to drive adoption of technical standards and architectural direction across multiple teams without direct authority
• Experience building, operating, or instrumenting AI/ML systems or relevant experience with systems that incorporate machine learning components
• Strong hands-on engineering skills, including the ability to design and build production systems
• Bachelor's degree in computer science, engineering, or related field, or equivalent professional experience
• Experience designing systems that combine deterministic workflows with AI/ML-driven decision-making
• Experience with platform engineering, service consolidation, or large-scale architecture modernization
• Experience working across organizational and job role boundaries to align architecture and engineering practices
• Experience in customer service technology, customer-facing systems, or services with high-volume multimodal interaction
• Track record of defining and scaling engineering standards across large organizations (100+ engineers)
• Experience with observability systems for distributed architectures, including distributed tracing, metrics, and instrumentation at scale
• Experience mentoring and developing senior engineers toward principal-level roles

• Establish a clear technical vision and architectural direction for technology evolution in customer service systems.
• Drive the adoption of observability and measurement standards across major customer service systems.
• Facilitate architectural alignment efforts to improve service consolidation and reduce duplication.
• Develop reusable patterns, libraries, and reference implementations to enhance consistency and reduce build time.
• Provide technical guidance and clarity to engineering, product, and science leaders across the organization.
• Mentor engineers and help them frame their contributions in terms of organizational impact.
• Collaborate with cross-functional teams to define and evaluate customer service technology solutions.

• Employees at Amazon are often offered comprehensive health benefits—including multiple medical plan options (no pre-existing condition exclusions, 100% covered in-network preventive care), dental and vision plans, a 24/7 medical advice line from day one, expert second-opinion services, and broad mental-health support with several free counseling sessions (including pediatric). Financial wellness typically includes a 401(k) with company match (up to 2%), Restricted Stock Units (equity), FSAs, an emergency savings program, product and partner discounts, and even college-savings and home-purchase programs. Overall, the package is designed to support employees and their families’ health, finances, and day-to-day life.