Description

mazon.com is broadly recognized as #1 in customer service in the US and abroad. At Amazon.com is broadly recognized as number one 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 self-service and automation features, Customer Relationship Management (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 a Software Development Manager to work on 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

We're looking for leaders and trailblazers who aren't afraid to tackle massive scale, layered complexity, and ambiguous requirements as we empower our customers to shop the world. Are you passionate about creating exciting new features that bring unique experiences and value to our customers? If so, this is the right opportunity for you. Join us in shaping the future of Customer Routing by developing various interaction options, leveraging data to simplify customer problem resolution, optimizing costs, and implementing LLMs. Let's chat about these exciting opportunities.

In this role, you will be responsible for leading a team of engineers in designing, developing, testing, and deploying a variety of new features. You will be responsible for upholding a high bar in operational excellence and quality.

• Build next-generation routing system using GenAI and Machine Learning.

• Improve intents and routing signals.

• Preserve customer contact journey data.

• Partner with cross-functional teams.

• Define creative vision and product requirements

• Design user experience.

• Manage cross-team integration for global retail CS operations.

• Lead product development from concept to production.

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.

About the team

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

Basic Qualifications

• 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

• 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

Preferred Qualifications

• 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 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.

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.