Software Development Manager, Amazon Customer Service

Amazon; Vancouver; On-site; CAD 171,000 - 286,000; Full time

Job summary

Amazon's Data Intelligence (DI) team within Customer Service builds and deploys a comprehensive data strategy, applying GenAI, ML, Ontology, and NLP to improve the experiences of customer service associates and the underlying platforms.

As Software Development Manager, you will lead software development for an AI/ML development platform that enables CS teams to build, test, deploy, and operate production AI agents and models safely and at speed, bridging data, ML models and production systems.

Qualifications

• 2+ years of engineering team management experience.
• 7+ years working directly within engineering teams.
• 3+ years designing or architecting scalable systems.
• Knowledge of full SDLC, coding standards, reviews, source control management, build processes, testing, and live-site operations.
• Experience partnering with product or program management teams.

Responsibilities

• Define the technical strategy and establish the long-term vision for the technical foundation of Data Intelligence team.
• Partner with leaders across multiple functions including science, product, data engineering, and BIE. Influence technical direction beyond your immediate team.
• Collaborate with other engineering leaders in the org to drive the technical innovation of our technical foundation.
• Develop high-performing team through hiring, mentoring and retaining top talents.
• Drive operational and engineering excellence with setting high standards for security, quality and engineering best practice.

Skills

Engineering management

Senior engineering experience

System design & architecture

SDLC knowledge

Product partnership

Job description

The Data Intelligence (DI) team is a new function within Amazon Customer Service (CS). We own the end-to-end process of defining, building, implementing, and monitoring a comprehensive data strategy. We also develop and apply Generative Artificial Intelligence (GenAI), ML, Ontology, and Natural Language Processing (NLP) to customer service associate experiences and foundational technologies.

This is a Software Development Manager role within the CS DI organization, leading software development for AI/ML development platform - a domain that enables AI teams across CS to build, test, deploy, and operate production AI agents and models safely and at speed, bridging the gap between raw data, ML models, and production-grade agentic applications.

The role focuses on three key areas:

• AI/ML platform infrastructure: Developing the compute, orchestration, and runtime layers that power CS's production AI agents — including model serving, agent frameworks, and secure tooling that gives agents authenticated access to enterprise data and systems.
• Developer experience & tooling: Developing the internal developer platform that enables science and engineering teams to move from prototype to production — including evaluation pipelines, experimentation frameworks, observability, and CI/CD for AI workloads.
• Security, compliance & operational excellence: Developing solutions to drive certification, identity propagation, data governance, and operational rigor across the platform — ensuring AI systems meet Amazon's security bar while maintaining development velocity.

Key job responsibilities

• Define the technical strategy and establish the long-term vision for the technical foundation of Data Intelligence team.
• Partner with leaders across multiple functions including science, product, data engineering, and BIE. Influence technical direction beyond your immediate team.
• Collaborate with other engineering leaders in the org to drive the technical innovation of our technical foundation.
• Develop high-performing team through hiring, mentoring and retaining top talents.
• Drive operational and engineering excellence with setting high standards for security, quality and engineering best practice.

Basic Qualifications

• 2+ 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 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.

The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.

CAN, BC, Vancouver - 171,400.00 - 286,200.00 CAD annually