Amazon Principal Software Engineer 

South Africa, Western Cape, Cape Town 

680864168

The PE will lead a multi-year vision to transform the contact center, case management, and troubleshooting platform for technical support. In the first 18 months, the PE will own the architecture design, development of critical components, and technical leadership for launching major capabilities such as AI/GenAI-driven troubleshooting and problem resolution, multi-tenant configuration of business rules and console experiences, and localized support through machine translation, front end capabilities and partner enablement. These capabilities will be enhanced and extended in subsequent years to continue increasing operational efficiency and improving staff skills and satisfaction.
• Support Center needs to be redesigned as the front door for AWS Support in the era of GenAI. Customers will be assisted by an AI assistant that will answer technical questions, diagnose and explain the current situation, suggest troubleshooting steps, and summarize the outcome. If customers require human support, they should be offered automated workflows while they wait for staff to pick up their case. Interactions with the customer during troubleshooting should be seamlessly integrated into the case resolution process. When a clarification is required from the customer, structured communications should collect the additional information and automatically insert it into the appropriate workflow.Key job responsibilities

- 10+ years of non-internship professional software development experience