Director of AI-Driven Software Systems

Amazon; Seattle (WA); On-site; USD 264,100 - 350,000; Full time

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon is seeking a Director of Software Development to lead the world’s largest contact handling systems, delivering personalized service to millions of customers globally. You will steer the technical strategy, mentor leaders, and drive AI-native development across a distributed organization of hundreds of engineers.

You will partner with cross-functional leaders to align on strategic direction, influence senior leadership, and grow a high-performing engineering team focused on

Qualifications

• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience).
• 10+ years of software development experience.
• 10+ years in senior engineering leadership roles.
• Master's degree or PhD in Computer Science, Engineering, or related field (or equivalent experience).
• Track record of delivering large-scale, mission-critical systems with high availability requirements.
• Experience leading AI/ML-powered product development from research through production deployment.

Responsibilities

• Own the technical strategy and multi-year roadmap for associate facing service and feed into overall Customer service strategy.
• Lead a distributed engineering organization of 200.
• Deliver ambitious new capabilities: agentic automation for resolution recommendation, reimagine associate experience of handling all type of contact types through a single pane of glass, and partner with stakeholders to simplify associate network.
• Drive engineering transformation: pioneer AI-native development practices, organize around small outcome-focused teams, and redefine what great engineering looks like for your organization.
• Maintain operational excellence for all tier1 systems across dozens of countries.
• Build partnerships with Finance, Operations, Product, UX, and Science leaders, as well as peer organizations up and downstream.
• Independently represent the organization with VP-level stakeholders.

Skills

Software development

Engineering leadership

AI/ML experience

Strategic thinking

Education

Bachelor’s degree in Computer Science, Engineering, or related field

Master's degree or PhD in Computer Science, Engineering, or related field

Job description

Amazon is seeking a Director of Software Development to lead the world’s largest contact handling systems, delivering personalized service to millions of customers globally. You will steer the technical strategy, mentor leaders, and drive AI-native development across a distributed organization of hundreds of engineers.

You will partner with cross-functional leaders to align on strategic direction, influence senior leadership, and grow a high-performing engineering team focused on