Software Development Manager, AI-Driven Customer Experience

Amazon.com Services LLC; Seattle (WA); On-site; USD 180,000 - 230,000; Full time

Job summary

Amazon.com Services LLC is seeking an accomplished engineering leader to guide a team building AI-driven agentic solutions for customer service within the QUEST organization. You will shape the vision, architecture, and roadmap for Agentics Evaluation, Testing, Tracing, and related science components.

You will collaborate with product management, engineers, scientists, and data professionals to deliver scalable, high-quality systems, mentor engineers, and drive metrics-based improvements across

Qualifications

• 3+ years of engineering team management.
• 7+ years working directly within engineering teams.
• 3+ years designing or architecting systems (multi-tier web services).
• 8+ years leading development of multi-tier web services.
• Knowledge of SDLC practices (coding standards, reviews, source control, builds, testing, live site operations).
• Experience partnering with product/program management teams.
• Experience communicating with users and senior leadership; recruiting and mentoring engineers.

Responsibilities

• Lead design, implementation, and delivery of large-scale Agentics Evaluation, Testing, Tracing and science components.
• Create and manage roadmaps and project plans with status reporting on development, quality, and performance.
• Foster engineering improvement through mentoring, coaching, and data-driven metrics.
• Partner with diverse stakeholders to clarify requirements and serve as primary contact for deliverables across teams.
• Propose and implement new projects and system improvements with measurable quality and cost goals.

Skills

Engineering management

Engineering teamwork

System architecture

Web services

SDLC knowledge

Product/program management partnership

Stakeholder communication

Mentoring engineers

Job description

Amazon.com Services LLC is seeking an accomplished engineering leader to guide a team building AI-driven agentic solutions for customer service within the QUEST organization. You will shape the vision, architecture, and roadmap for Agentics Evaluation, Testing, Tracing, and related science components.

You will collaborate with product management, engineers, scientists, and data professionals to deliver scalable, high-quality systems, mentor engineers, and drive metrics-based improvements across