Amazon Pharmacy's Customer Care Tech Team

Customer Care Tech develops applications and tools to support Amazon Pharmacy’s human touch points with our customers. Our pharmacists and agents utilize our systems to provide clinical and non-clinical assistance to our customers when they have questions.

Q&A with Stephanie Fillion, Software Development Manager

What accomplishment at Amazon are you most proud of? Launching Amazon Pharmacy in 2020. We created new services, applications and integrated with some of the most critical parts of Amazon, all while ensuring that we kept our customers' health data safe and secure. Pharmacy is an area that is in dire need of a change, to put customers first and empower them to be in the driver's seat of their health outcomes. Can't think of a better company to do that than Amazon.

What brings you passion/excitement to your role and team? Waking up everyday and working on something that makes a positive impact on people's lives and the world is what motivates me. I've been fortunate enough to have spent my entire career in healthcare shaking up our outdated systems and making it easier for folks to be healthy and get the care they need. Our team is in a unique position in that we get the privilege of interfacing with our customers directly, gaining feedback about what Amazon Pharmacy is getting right and also where we need to be better. With that, I get to manage a great team with a talented set of engineers, who truly enjoy working together to make an impact.

What do you do for fun/ work-life balance? I love hiking and camping. During the summer, my boyfriend, myself and our two huskies spend our vacation time in the middle of the mountains, surrounded by nature, completely unplugged from the world. If I'm not camping, I'm finding some new baking recipe on the internet to try out, reading a book or playing video games with friends.

Q&A with Jason Glass, Senior Software Engineer

What is something you have done that you would consider innovative or pioneering at Amazon so far? Our team has built the Customer Care systems for Amazon Pharmacy using Go, Vuejs, and a serverless architecture. These choices are still fairly uncommon at Amazon, and it has been a cool journey blazing the trail and learning a ton along the way.

Not to mention, the entire concept of launching Pharmacy services at Amazon is a pretty pioneering thing! I am humbled and grateful to be a part of it.

What brings you passion/excitement to your role and team? Amazon has proved to be the perfect home for my passion and drive for creating software and solving problems. I can find whatever degree of difficulty I have the appetite for, which is a rare and special thing. know that solving the many challenges in the healthcare space is going to keep me excited and engaged for a long time.

What do you do for fun/ work-life balance? Hanging with my wife and our cat and dog duo is my go-to. I also love being in Utah for the mountain biking, snowboarding, and hiking. But if I’m not careful, the active outdoors stuff takes a backseat to video games--it just depends on when the cool ones come out.

Q&A with Angie Bui, Software Development Engineer

What is your favorite Amazon memory? One of my favorite Amazon memories is when our team (engineers, designers, product managers, and all) flew from different parts of the country and went on an offsite to a zombie escape room in Utah. It was a great bonding experience trying to figure out fun puzzles together and how to work as a team outside of the office. We followed the event with dinner at a local Indian restaurant where a number of us got to try new dishes and test our spice limits. Our team is big on food.

What is your favorite leadership principle and why? Customer Obsession: In the world of healthcare, the irony is that it is rarely the case that the customer is thought of first. To me, Customer Obsession is the linchpin to what drives the best technology, architectural, and design decisions. At the end of the day, it does not matter what an engineer builds if it does not improve the customer experience. Customer Care Tech is in a great position because we interface with the customer directly and this empowers us to obtain metrics and use cases that could dictate what may or may not be working on Amazon Pharmacy.

Best place you have ever traveled? I love traveling. One of my favorite places would be Peru. The country is so rich in culture, cuisine, and archaeological sites. My husband and I hiked the Inca trail and visited Machu Picchu. We also went to Cuzco, the ancient capital of the Incas, to visit the remarkable stone walls and infamous twelve-angled stone. Also Peruvian food is delectable and has so much variety from ceviche, Lomo Saltado, Aji de Gallina, and quinoa soups. If you’re feeling more adventurous, Peruvians are also big on guinea pigs...I’ll leave it at that.??

Q&A with Cody Olsen, Software Development Engineer

What brings you passion/excitement to your role and team? Healthcare is an antiquated system that seems to ironically benefit the healthy more than the afflicted. It’s been very satisfying to innovate and encourage forward progress in improving the effectiveness of healthcare for everyone.

What do you do for fun/ work-life balance? I love to learn and explore different niche hobbies. I caught a honeybee swarm last spring and moved them into a new home. I also volunteer at a local community garden with the Utah State University extension office. We work on crops like grapes, fruit trees, vegetables, cut flowers, etc. I also often visit a local aquarium and don scuba gear to clean the tank and feed the fish.

What is your favorite leadership principle and why? Earns Trust: Being on a team where everyone feels empowered to share and express their opinions, doubts, and ideas without judgement or punishment is crucial. It encourages diverse thought, allows vision across all perspectives, and exposes the true problem to be solved. In the end you build a better product for your end users, and everyone is happier while doing it.

Want to join our Customer Care Tech team? Check out our current openings here

For information about different job openings within Amazon Pharmacy, please browse our jobs page here or reach out to Rajni at [email protected]

Disclaimer: The opinions expressed in this article are reflective of employee personal experiences