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Description

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 Technologies (CET) department. CET owns the technology to support and enhance our Customer Service Operations network through our Self Service and Automation features, CRM, contact center infrastructure, and various client applications. We focus on robust architecture, world class UX, and leverage our Big Data to drive insights and solutions through a myriad of applications.

CET is looking for an experienced Software Development Manager (SDM) to lead a multi-year, large-scale, enterprise software program. You will be part of a Global Product and Technology team whose innovations and strategies will define the next generation of contact routing for Amazon Customer Service, providing a seamless customer support experience and ensuring issues are resolved during the first interaction.

Key job responsibilities

As a Sr. Manager, Software Development in CET, you will lead a team of engineers to define the routing strategy, design innovative solutions, influence strategy for the team, drive strategic communication, manage stakeholders, and establish engineering best practices. You will enable the team to build our next-generation routing system, leveraging the power of Generative AI (GenAI) and Machine Learning for improved intents and routing signals, and preserving customer contact journey data. You will work cross functionally with partners to take the product from concept to customer release while ensuring the highest level of quality for your deliverables, managing one of the worlds largest and most complex customer service organizations.

• Collaborate with experienced cross-disciplinary Amazonians to conceive, design, and bring innovative products and services to market.

• Design and build innovative technologies in a large distributed computing environment, and help lead fundamental changes in the industry.

• Work in an agile environment to deliver high-quality software.

A day in the life

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.

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!

About the team

This role sits on a team within CET focused on CS routing. We are responsible for every customer contact, ensuring customers get to a customer service associate able to solve their issue within the first contact. Ultimately, we reduce customer effort by improving the discoverability of customer ingresses, creating a contact experience that effectively identifies the customer issue and preserves it across the customer journey for a seamless transition between automated and human support, and ensures quick issue resolution on the first contact by investing in foundational technologies to capture and persist routing signals.

Basic Qualifications

• Bachelor's degree

• 10+ years of engineering experience

• 5+ years of engineering team management experience

• 10+ years of planning, designing, developing and delivering consumer software experience

• Experience partnering with product or program management teams

• Experience managing multiple concurrent programs, projects and development teams in an Agile environment

Preferred Qualifications

• Experience partnering with product and program management teams

• Experience designing and developing large scale, high-traffic applications

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $198,100/year in our lowest geographic market up to $342,300/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.