Amazon.com is broadly recognized as #1 in Customer Service in the US and abroad. At Amazon, we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Engagement Technology (CET) department. CET owns the technology to support and enhance our Customer Service Operations network through our contact handling experience, secure operating system, and various client applications. We focus on robust architecture, world-class UX, and leverage our data to drive insights and solutions through a myriad of Machine Learning applications.
CET is looking for a technical software development manager to join us for a multi-year, large-scale, enterprise software program. You will be the technical leader whose innovations and strategies will define the next generation of Amazon Customer Service in partnership with Amazon Web Services technology teams. You will own the architecture and incorporate AWS technology features into customer service experiences.
Key job responsibilities
- Tactical and Strategic Management in Leading the Team to Invent and Implement Solutions
- Able to scope a project, prioritize, and evaluate releases to meet business needs
- Handles most problems, decisions, and escalations to mitigate short-term and long-term risks to team deliverables
- Participates actively in defining strategic initiatives for the organization as part of the broader leadership team
A day in the life
- Review any incidents and customer feedback from the previous day, staying closely connected to the real-world performance and pain points of our critical customer service platforms.
- Provide updates on the architecture and development progress, identifying and removing any roadblocks.
- Collaborate closely with product managers and UX designers, providing technical guidance to ensure we're on track to deliver annual goals while building scalable, user-centric solutions that delight our customers.
- Coach and develop the team, while aligning with the broader organization to define the future roadmap for customer service.
If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!
Benefits Summary:
Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
About the team
Here in CET, we believe in collaborating, having fun, and working hard to achieve our mission. As the team responsible for building and maintaining the foundational services that power Amazon's global customer contact handling solutions, we take great pride in the critical role we play. Our days are filled with technical discussions, where we value diverse perspectives and challenge each other to continuously raise the bar. Beyond just writing code, we make time to celebrate our dynamic, multicultural team through regular social gatherings. It's not uncommon to find us bonding over potlucks, celebrations, or volunteer activities in the local community. This collaborative, fun-loving spirit is a big part of what makes CET such a special place to work.- 3+ years of engineering team management experience
- 7+ years of working directly within engineering teams experience
- 3+ years of designing or architecting (design patterns, reliability and scaling) of new and existing systems experience
- 8+ years of leading the definition and development of multi tier web services experience
- Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations
- Experience partnering with product or program management teams- Experience in communicating with users, other technical teams, and senior leadership to collect requirements, describe software product features, technical designs, and product strategy
- Experience in recruiting, hiring, mentoring/coaching and managing teams of Software Engineers to improve their skills, and make them more effective, product software engineers
Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.
Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit
https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $166,400/year in our lowest geographic market up to $287,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit
https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.
