Software Development Engineer II, Ring & Blink Customer Service

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.

• AI System Development:
  Design and implement voice AI features including transcription, intent detection, and conversational flows using Amazon Bedrock and LLMs
• Serverless Architecture:
  Build scalable, event-driven systems using AWS Lambda, API Gateway, Dynamo
  
  DB, and S3
• Agent Assistance Tools:
  Develop real-time AI-powered suggestions, case summarization, and next-best-action recommendations for support agents
• Voice & Chat Integration:
  Integrate AI capabilities with Amazon Connect for voice interactions and build chatbot capabilities for customer self-service
• Prompt Engineering:
  Design, test, and optimize prompts for large language models to achieve high accuracy and reliability
• Quality & Reliability:
  Implement comprehensive testing, monitoring, and alerting for AI systems; participate in system on-call
• Cross-Team
  
  Collaboration:
  
  Work closely with CRM Services and Data Engineering teams to deliver integrated solutions

• 3+ years of non-internship professional software development experience
• 3+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
• 3+ years of software development engineer or related occupational experience
• 3+ years of Object Oriented Design experience
• Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field
• Experience scripting languages and coding skills for one (1) or more of the following:
  Ruby, C/C++/C#, Node.
  
  JS, Java, Python, and PHP
• Experience with designing and building application using AWS services such as Lambda, AWS Elastic Beanstalk, Kubernetes
• Experience working with REST API based services, or experience demonstrating software engineering skills in a previous internship, work experience, coding competitions, or publications and experience that includes strong analytical skills, attention to detail, and effective communication abilities
• Experience with Typescript and the AWS CDK

• 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

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.

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