Software Development Manager - Amazon Connect Customer, Amazon Connect Customer

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

Benefits offered by this job

Health insurance

401(k) matching

Paid time off

Parental leave

Job summary

Amazon seeks a Software Development Manager for the Connect Customer Work Force Acceleration organization in Seattle, WA to guide architecture, scale, and delivery of agent management, scheduling, and contact routing services. You will own critical services and lead cross-team collaboration to align with AWS standards.

You will grow a high-performing team, hire aggressively, and partner with product and senior technical leaders to drive a culture of operational excellence, security, and customer

Qualifications

• 3+ years of engineering team management experience.
• 7+ years working directly within engineering teams.
• 3+ years of designing or architecting scalable systems.
• 8+ years of leading multi-tier web services development.
• Experience partnering with product management and hiring teams.

Responsibilities

• Own services in Connect Customer Work Force Acceleration and drive next-gen agent management features.
• Lead design, architecture, and scaling across teams with a focus on reliability and security.
• Hire significantly to build and realize the vision while maintaining operational excellence.

Skills

Engineering leadership

Team management

Multi-tier web services

Hiring and mentoring

Cross-team coordination

Job description

AWS Applied AI Solutions (AAIS) is building toward a future where every business innovates with Amazon AI teammates. To get there, we build AI solutions that improve human capabilities and transform entire business functions. We create end-to-end products that surprise and delight out-of-the-box, making complex things easy and hard things possible, with no cloud experience required. We start with customers who embrace the future and build bridges to meet the rest where they are. We pursue ambitious opportunities with conviction, and we are looking for builders who share that mindset.

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.

Amazon Connect Customer is one of the fastest-growing product in AWS. We provide contact center technology that powers the largest enterprises on earth. Imagine it’s April 15 (Tax day in US), and millions of Americans rely on our technology to get their tax questions answered so they can file their tax returns on time. Or imagine it’s Cyber Monday, one of the largest shopping days of the year, and millions of Amazon.com customers place their calls through our systems to order gifts for their family. Those are the type of scale we handle in Amazon Connect everyday.

Our team is growing fast, and we’re looking for a Software Development Manager to help us continue to hire and grow the team and set the architectural direction into the future. As a software development manager on our team, you’ll help to establish teams to imagine and implement new features, evolve our architecture and scale, work closely with senior technical leaders within the team and across AWS. You’ll coordinate feature development across teams, ensuring new functionality fits into the broader slate of AWS services. You’ll drive a culture that values operational excellence, security, customer focus, and continuous improvement.

You will own services in Connect Customer Work Force Acceleration organization and you will be working on the design and development of the next generation of agent management, scheduling and contact routing services. You will both manage an existing high-functioning team and hire significantly to build and drive the vision going forward. With a strong leadership, and a culture of challenge, support, and feedback, you will grow your skills and talents so you can scale with the new challenges and opportunities that arise as the organization expands.

You will guide a diverse, smart, and hardworking team. We’ve worked hard to create a trusting, collaborative, diverse, and supportive atmosphere. We’re looking for a positive, enthusiastic, driven, and personable manager to continue this environment and lead this team. Come join us, and start your next challenge!

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
• Experience in engineering team management
• Experience in recruiting, hiring, mentoring/coaching and managing teams of Software Engineers to improve their skills, and make them more effective, product software engineers

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 managing a team of high calibre Software Engineers developing complex, world class, scalable software systems that have been successfully delivered to customers

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