Sr. Software Development Engineer , Customer Service Technologies

Amazon; Vancouver; On-site; CAD 151,000 - 252,000; Full time

Benefits offered by this job

RRSP

DPSP

Paid time off

Job summary

Amazon Development Centre Canada ULC is seeking a Sr. Software Development Engineer to lead the Network Control Center, an AI-native system designed to detect, respond to, and recover from incidents across Amazon's global Customer Service network.

You will guide architecture and build real-time observability with scalable, autonomous interventions. The role emphasizes mentoring engineers, collaborating with science, product, and operations teams, and delivering high-impact AI-powered

Qualifications

• 5+ years of professional software development experience.
• 5+ years of programming experience in at least one language.
• Experience mentoring or leading an engineering team.

Responsibilities

• Lead the design, architecture, and delivery of AI-native observability and incident management services for Amazon's global CS network.
• Build and mentor a high-performing engineering team by hiring and guiding software engineers.
• Architect real-time signal detection and observability systems to monitor network health and identify risks before customer impact.
• Deliver autonomous incident response and recovery capabilities replacing manual processes with intelligent, real-time interventions.
• Partner with Applied Science teams to develop ML models for anomaly detection, predictive alerting, and closed-loop learning workflows.
• Drive technical roadmap execution from PoC to production, balancing speed and long-term quality.
• Collaborate across Network Solutions and partner teams to integrate platform capabilities into the CS ecosystem.
• Establish production operational excellence practices including on-call and continuous improvement.

Skills

Software development

Programming languages

Leadership / architecture

Education

Bachelor's degree in computer science or equivalent

Job description

Description

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience across all of our CS channels in every interaction.

Description

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience across all of our CS channels in every interaction.

Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network - building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon.

We are seeking a Sr. Software Development Engineer to lead the engineering team building the Network Control Center (NCC) - an AI-native system that will transform how Amazon detects, responds to, and recover from incidents across our global Customer Service network. Today, our incident management relies on disconnected tools, multiple manual steps, and reactive detection that takes several minutes. This leader will design and build the technical systems that replace this fragmented approach with continuous observability, autonomous response, and intelligent customer recovery — all operating in real‑time at massive scale.

The ideal candidate is a strong technical leader who thrives in ambiguity, can translate a bold vision into a concrete system architecture, and is passionate about building high‑performing teams. You will partner closely with science, product, and operations leaders to deliver AI‑powered capabilities that detect risks before customers feel them, respond in sub‑60 seconds, and execute tailored recovery actions that turn service failures into loyalty‑building moments. This is an exciting opportunity to build transformative technology that directly impacts the experience of millions of customers.

Key job responsibilities

• Lead the design, architecture, and delivery of an AI‑native observability and incident management service serving Amazon's global Customer Service network
• Build and develop a high‑performing engineering team by assisting in hiring and mentoring software development engineers
• Architect real‑time signal detection and observability systems that continuously monitor network health, identifying risks and anomalies before customer impact
• Deliver autonomous incident response and recovery capabilities that replace manual, fragmented processes with intelligent, real‑time intervention
• Partner with Applied Science teams to develop and integrate ML models for anomaly detection, predictive alerting, and closed‑loop learning workflows
• Drive technical roadmap execution from proof‑of‑concept through production, balancing speed of delivery with long‑term architectural quality
• Collaborate cross‑functionally across Network Solutions and partner teams to integrate platform capabilities into the broader CS ecosystem
• Establish operational excellence practices for production services, including on‑call, incident response, and continuous improvement mechanisms

About The Team

Network Solutions is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. The Network Control Center is a new initiative within Network Solutions focused on ensuring network health and reliability through continuous observability, situational awareness, and proactive intervention — leveraging AI to monitor, interpret, and act on risks to customer journeys across all channels.

Basic Qualifications

• 5+ years of non‑internship professional software development experience
• 5+ years of programming with at least one software programming language experience
• 5+ years of leading design or architecture (design patterns, reliability and scaling) of new and existing systems experience
• Experience as a mentor, tech lead or leading an engineering team

Preferred Qualifications

• 5+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
• Bachelor's degree in computer science or equivalent

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 - 150,700.00 - 251,700.00 CAD annually

Company

Amazon Development Centre Canada ULC

Job ID: A10543907