Job Description

DESCRIPTIONThe team enables independent authors, content creators and publishers to publish their content as eBooks for distribution to the Kindle Store, Kindle Unlimited and the Kindle Owners\' Lending Library; as well as in print formats for sale on Amazon\'s global marketplaces, bookstores and other online retailers using Amazon\'s state-of-the-art Print on Demand (POD) technology. Team is an important part of Amazon\'s vision to provide its Kindle and print book customers with the world\'s largest selection in the format they prefer - eBook or paperback.The Forge development team builds scalable solutions to address support and privacy needs for content providers using Amazon websites and services. They focus on enabling customer support and internal teams to manage and resolve customer issues, provide self-service solutions, and meet evolving privacy requirements for the KDP business.
The Forge development team is focused on owning and developing tools which enable Customer Service (CS) Agents and support teams to manage and resolve KDP user issues and unlock their full customer obsession. The following areas are in scope:

• INK Case Management System (CMS) Solution
• Forge Contact Us Form (CUF) Vertical
• Salesforce Communities for KDP, Goodreads, and AbeBooks
• Transactional Mass Mail (TMM)
• Marketing Cloud
• Internal Tooling
• Integration of KDP user Help
• Retail Issue Widget
• Privacy compliance for KDP

Key job responsibilities
- Troubleshoot issues that arise with Salesforce applications and configurations
- Manage stakeholder and customer expectation for both technical and operational support
- Manage and coordinate technical programs across multiple geographies
- Monitor performance trends and recommend solutions
- Develop and maintain standards, policies, and rules for teams
- Maintain documentation, define best practices and communications
- Provide subject matter expertise on Salesforce platform, processes and solutions
- Demonstrate working knowledge of AWS Configurations and troubleshootingA day in the life
The Kindle Ingestion and Expansion (KIX) team enables independent authors, content creators and publishers to publish their content as eBooks for distribution to the Kindle Store, Kindle Unlimited and the Kindle Owners\' Lending Library; as well as in print formats for sale on Amazon\'s global marketplaces, bookstores and other online retailers using Amazon\'s state-of-the-art Print on Demand (POD) technology. KIX is an important part of Amazon\'s vision to provide its Kindle and print book customers with the world\'s largest selection in the format they prefer - eBook or paperback.The KIX Support Engineering team provides tier 2&3 services production support and is also responsible for providing multifaceted services to the Kindle digital product family of development teams and working with production operations teams for software product release coordination and deployment. This job requires you to hit the ground running and your ability to learn quickly and work on disparate and overlapping tasks that will define your success.About the team
Inclusive Team culture
At Amazon we embrace our differences and we are committed to furthering our culture of inclusion. We host annual and ongoing learning experiences. Amazon\'s culture of inclusion is reinforced within our 16 Leadership Principles, which remind team members to seek diverse perspectives, learn and be curious, and earn trustWork Life Balance
We believe striking the right balance between your personal and professional life is critical to life-long happiness and fulfillment. We offer flexibility in working hours and encourage you to find your own balance between your work and personal lives.Mentorship& Career Growth
Our team is dedicated to supporting new members. We have a broad mix of experience levels and tenures, and we\'re building an environment that celebrates knowledge sharing and mentorship. We care about your career growth and strive to assign projects based on what will help each team member develop into a better-rounded professional.BASIC QUALIFICATIONS- Salesforce admin certification is must.
- 2+ years of experience as Salesforce Administrator.
- Working knowledge of Salesforce Customization and Configuration, Salesforce Data Management, Release management and cloud management.
- Demonstrated ability to define, refine and implement processes, procedures and policies.
- Able to troubleshoot, learn quickly, and manage ambiguity.
- Experience in a modern programming language.PREFERRED QUALIFICATIONS- Knowledge on AWS (Amazon Web Services) is preferred.
- Experience as Salesforce developer is preferred (Basic developer certification).
- Experience in Java, REST web services, XML, JSON is preferred.

Amazon