Software Development Manager, Amazon Connect Agentic Customer Experience (ACX)

Amazon; Seattle (WA); On-site; USD 185,000 - 250,000; Full time

Job summary

Amazon is seeking a Software Development Manager for the Amazon Connect Agentic Customer Experience (ACX) team in Seattle. You will own the mobile and connector platform roadmap, delivering AI-enabled features that simplify complex processes and integrate with third‑party channels.

You will lead and grow a high-impact engineering team, collaborate with product, science, and AWS partners, and ensure reliable performance and secure, scalable solutions across mobile apps and services.

Qualifications

• 3+ years of engineering team management
• 7+ years working directly within engineering teams
• 3+ years designing or architecting systems
• 8+ years leading multi-tier web services
• Experience partnering with product or program management
• Knowledge of CI/CD, livesite operations and software life cycle

Responsibilities

• Own the roadmap and delivery of the mobile (iOS/Android) and connector platform from design through GA launch and beyond
• Partner with product and science teams to deliver impactful AI features
• Lead, hire, and develop a team of software development engineers
• Drive technical strategy for real-time communication and mobile-first customer engagement
• Coordinate dependencies and architecture with cross-functional AWS teams
• Maintain operational excellence including availability, latency, and quality
• Represent the team in roadmap planning and leadership reviews
• Balance rapid experimentation with security, compliance, and responsible AI
• Mentor engineers and managers to raise technical and leadership bar

Skills

Team management

Engineering leadership

Multi-tier web services

Recruiting & mentoring

Strategic planning

Job description

Software Development Manager, Amazon Connect Agentic Customer Experience (ACX)

Job ID: 10555460 | Amazon Development Center U.S., Inc.

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real‑world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Amazon Connect is an AI-powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect has become an AI leader, transforming how organizations of all types interact with their customers.

As part of the Amazon Connect Agentic Customer Experience (ACX) organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real‑world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Our team is building Amazon Connect Engagement Experience, an AI-powered solution within Amazon Connect that helps businesses streamline their interactions with customers. You will contribute directly to this product as we bring it to market, working across the full stack to deliver features that make customer engagement simpler and more intelligent for our customers.

Our Vision

We believe the future of customer engagement is mobile-first, AI-native, and channel-agnostic. Businesses should be able to meet their customers wherever they are, in-app, over messaging, or through voice with a seamless, intelligent experience that feels native to every platform. Our long-term vision is to make Amazon Connect the default engagement layer embedded directly into the applications that millions of end-users interact with every day.

We are building toward a world where any business can add rich, AI-powered customer interactions to their mobile app in minutes not months. Our SDKs and connector platform will abstract away the complexity of real‑time communication, channel routing, and intelligent automation, so developers can focus on their customer experience while we handle the infrastructure at scale. As generative AI transforms how businesses and customers interact, this team will be at the forefront of bringing those capabilities to mobile and third‑party channels.

This is a rare opportunity to shape the next chapter of a product used by tens of thousands of organizations worldwide, and to define what modern customer engagement looks like on mobile.

Key job responsibilities

• Own the roadmap and delivery of the mobile (iOS/Android) and connector platform, from design through GA launch and beyond
• Partner with product and science teams to deliver impactful AI features that simplify complex business processes
• Lead, hire, and develop a team of software development engineers building native mobile experience and third‑party integrations
• Drive technical strategy for real‑time communication and mobile‑first customer engagement experiences
• Partner with cross‑functional teams across AWS to coordinate dependencies, align on architecture, and deliver end‑to‑end solutions
• Establish and maintain operational excellence — owning availability, latency, and quality metrics for your services
• Represent the team in roadmap planning, business reviews, and leadership discussions
• Balance rapid experimentation and innovation with security, compliance, and responsible AI development
• Mentor engineers and managers, raising the technical and leadership bar across the organization

A day in the life

The Software Development Manager will lead a team developing new third‑party integrations and mobile initiatives that integrate with AI solutions. This team owns the mobile SDK and connector platform that enables businesses to embed Amazon Connect’s contact center capabilities directly into their own mobile applications, as well as integrate with third‑party messaging channels. The role requires balancing rapid innovation with reliability and compliance.

You should be comfortable making decisions with incomplete information and helping your team navigate ambiguity. You’ll work closely with senior technical leaders within the team and across AWS. We’re looking for leaders who can maintain high standards while moving quickly, prioritizing both rapid experimentation and responsible AI development to deliver measurable customer impact.

About the team

ABOUT AWS:

Diverse Experiences

Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.

Why AWS

Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance

We value work‑life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.

Inclusive Team Culture

Here at AWS, it’s in our nature to learn and be curious. Our employee‑led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity and AmazeCon conferences, inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth

We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge‑sharing, mentorship and other career‑advancing resources here to help you develop into a better‑rounded professional.

Basic Qualifications

• 3+ 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
• 8+ years of leading the definition and development of multi tier web services 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. Your Amazon package will include sign‑on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits .

USA, WA, Seattle - 184,900.00 - 250,200.00 USD annually