Amazon Infra-Delivery Technician IV 

United States, Indiana 

923004873

The SPTO Tools Program team is responsible for the customer relations management tools and technology used in the day to day operations at Amazon. The team is also responsible for reducing the cost to serve or operational expense for a contact, by automating wherever possible and optimizing the experience where manual interventions are needed. The team leverages CRM tools developed inhouse by Amazon to deliver the service and associated goals. As a Support Engineer, you will be responsible for analyzing operational processes to design, develop, test, launch and continuously improve high quality self-service software products called Paramount workflows and AWS Connect Contact Flows. You will work with the Selling Partner Trust Operations (SPTO) Organization to understand their business models and generate technical requirements supported by program technology. You will work cross functionally with Operations, Product Managers, Software Engineers, Business Analysts, Data Scientists and Program Managers on medium to large scale projects ensuring clear communication of project status, timelines and any challenges in Product Delivery. In addition, you will develop ownership of support engineering processes to improve the product development lifecycle of CRM Tools.Key job responsibilities
• Engage with operations, product, development, and program stakeholders to document requirements, create functional specifications and generate process maps.
• Design, develop, test, launch and improve self-service software products such as Paramount workflows.
• Operate as a Subject Matter Expert on Amazon’s internal authoring application and workflow engine to develop Paramount workflows.
• Engage with software development teams to understand and guide evolving program technology.
• Deep dive technical product or operational issues to propose and implement simple and effective solutions.
• Develop efficient solutions through low and medium complexity code implementations, either by integrating existing APIs or creating new APIs to harness the capabilities of Large Language Models (LLMs).
• Work directly with engineering teams to ensure that customer issues are resolved as expediently as possible and root causes are addressed utilizing continuous improvement methodologies.
• Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation.
• Complete analysis and present periodic reviews of operational performance and KPIs.
• Think proactively and work to prevent support issues before they are realized.A day in the life

- 4+ years of software development, or 4+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience with automatic contact routing, VoIP and any contact center case management tools
- Bachelor's degree in computer science, engineering, mathematics or equivalent, or Master's degree

- Experience in cloud based solution (AWS or equivalent), system, network and operating system
- Knowledge of web services, distributed systems, and web application development.
- Experience with programming/mark up/scripting languages (Java, JavaScript, Ruby, SQL, Markdown, HTML and CSS).
- Experience with developing and integrating Agentic AI solutions.