Software Development Manager , Customer Engagement Technology
- Seattle, WA
- Temporary
- Full-time
- Lead a team of engineers in designing, developing, testing, and deploying new features
- Uphold a high bar in operational excellence and quality
- Partner across functions to help define creative vision, product requirements, user experience, and cross-team integration for retail CS operations WW
- Help define and drive the product from concept through to productionA day in the life
We're looking for leaders and trailblazers who aren't afraid of tackling massive scale, layered complexity, and ambiguous requirements to empower our customers to shop the world. If you want to create exciting new features, and bring unique experiences and value to our customers, then you are viewing the right job posting. If you want to work on the Customer Service Contact Center of the future, offering various interaction options and leveraging data to make our customers' problem resolution simpler, along with optimizing costs and leveraging LLMs, let's chat about the opportunities.Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan.About the team
This role sits on a team within CET focused on Contact Center Management Systems. We are responsible for managing every customer contact, ensuring customers can either resolve their issues via self-service (e.g., Chatbot) or be connected with a customer service associate. Ultimately, we reduce customer effort by improving the discoverability of customer contact points, creating a contact experience that effectively routes them to the quickest resolution, as well as maintaining the overall CS contact center configurations. We provide diverse options for our customers to contact us and leverage data to deliver a "Wow" experience. We ensure the Customer Service experience is one of a kind in the world.BASIC QUALIFICATIONS- 4+ 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 teamsPREFERRED 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 engineersAmazon 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 for more information. If the country/region you're applying in isn't listed, please contact your Recruiting Partner.Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $166,400/year in our lowest geographic market up to $287,700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit . This position will remain posted until filled. Applicants should apply via our internal or external career site.