Director of Engineering, Associate Experience — AI-Driven Service

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

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Job summary

Amazon is seeking a Director of Software Development to lead the world’s largest contact handling systems and deliver personalized service to millions of customers worldwide. You will own the technical strategy, roadmap, and a distributed engineering organization of about 200 engineers, collaborating with leaders across the Store ecosystem.

This transformational role blends deep technology with product thinking and customer obsession, focusing on AI-native development, high-availability systems,

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.

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 product development

Strategic influence

People leadership

Education

Bachelor’s degree in CS/Engineering

Master’s/PhD preferred

Job description

Amazon is seeking a Director of Software Development to lead the world’s largest contact handling systems and deliver personalized service to millions of customers worldwide. You will own the technical strategy, roadmap, and a distributed engineering organization of about 200 engineers, collaborating with leaders across the Store ecosystem.

This transformational role blends deep technology with product thinking and customer obsession, focusing on AI-native development, high-availability systems,