We are seeking a Software Development Manager who is deeply committed to building voice-based solutions that directly impact the experience of millions of customers and simplify the complexities supporting Retail, Merchant, Digital, and Kindle product lines.

Our team invents solutions to predict customer issues and surface actions that customers can take to solve independently. We are building a new CSAI voice-bot levering AI so customers can solve their problems by interacting with Multi Language (ML) based workflows. We focus on building scalable platforms and systems for customers to power automation globally across many languages for the billions of customers that use our products in many marketplaces every day. We also invest in experimentation to identify new and inventive ways to build and scale Amazon Website feature for the customers.

We are looking for a Software Development Manager (SDM) who is technically proficient on front-end and back-end technologies, an effective communicator, and able to build a high functioning team. The ideal candidate will be able to lead a team of engineers to define the platform strategy, design innovative solutions, drive strategic communication, manage stakeholders, and establish engineering best practices. In this role, you will collaborate with diverse roles including Front End Engineers, Software Development Engineers, Machine Learning Scientists and Product Managers to deliver a common goal.

As a SDM on this team, you will work on transforming our contact handling products into a platform to support all Amazon Customer Service (CS) business verticals. You will hire and lead a team of engineers in designing and building innovative software solutions for customers. You will work with a diverse, talented, experienced, and fun tech, product, and user experience team. You will innovate to design simple but scalable solutions for problems never solved before that enforce Amazon's Customer Obsession. Your hard work will provide the ultimate customer service experience needed to predict and resolve customer's issues. You will have the opportunity to work with business partners, senior leadership and engineers, influence and drive product vision and lead the design of our systems. At Amazon, we are known for our customer obsession. We need your ideas and your ability to take initiative, innovate, and produce results as we continuously improve the customer experience.

We use Scrum, test-driven development, and continuous deployment to deliver projects based on realistic timelines and resource constraints.

If you are excited by this opportunity, we’d love to hear from you!

Key job responsibilities
The role requires you to be able to manage the overall software development life-cycle which includes the following responsibilities:

- Create, prioritize, communicate, manage, and execute roadmaps, project plans, and commitments.
- Report on status of development, quality, operations, and system performance to management.
- Work closely with engineers to architect and develop the best technical design and approach.
- Foster culture of continuous engineering improvement through mentoring, feedback, and metrics.
- Hire, coach, and mentor individuals; build a strong cross-functional organization.
- Partner with a diverse stakeholders to understand requirements, priorities, and processes.
- Propose and implement new projects or recommend system improvements.
- Have the obsession to drive a better customer experience through everything that we do here at Amazon.
- Bring innovative ideas to the table every day, in order to find better ways of accomplishing our customer objectives.
- Set clear, measurable quality goals for an organization in a data-driven way.

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 Contact Center Management Systems. We are responsible for every customer contact, ensuring customers can either resolve via self-service (e.g., Chatbot) or connected with a customer service associate. Ultimately, we reduce customer effort by improving the discoverability of customer ingresses, creating a contact experience that effectively routes the customers to the quickest resolution, as well as maintaining the overall CS contact center configurations. We ensure quick issue resolution on the first contact by investing in foundational technologies to capture and persist routing signals

- 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
- Bachelor's degree

- 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. For individuals with disabilities who would like to request an accommodation, please visit