DESCRIPTION
Amazon.com is broadly recognized as #1 in Customer Service in the US and abroad. At Amazon we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Engagement Technology (CET) department. CET owns the technology to support and enhance our Customer Service Operations network through our Self Service and Automation features, CRM, contact center infrastructure, and various client applications. We focus on robust architecture, world class UX, and leverage our Big Data to drive insights and solutions through a myriad of applications.
CET is looking for a Software Development Manager (SDM) to work on a multi-year, large-scale, enterprise software program. You will be part of a Global Product and Technology team whose innovations and strategies will define the next generation of Contact Center Management offerings for Amazon Customer Service, providing a seamless customer support experience.
Key job responsibilities
- Manage a high-performing development team
- Manage overall software development life-cycle
- Create, prioritize, communicate, manage, and execute roadmaps, project plans, and commitments
- Report on status of development, quality, operations, and system performance to management
- Work closely with Sr. Engineers and Team Leaders to architect and develop the best technical design and approach
- Foster culture of continuous engineering improvement through mentoring, feedback, and metrics
- Hire, coach, and mentor individuals; build a strong cross-functional organization
- Interface with a diverse customer base to understand requirements, priorities, and processes
- Propose and implement new projects or recommend system improvements.
- Own all operational metrics and support
- Have the obsession to drive a better customer experience through everything that we do here at Amazon
- Bring innovative ideas to the table every day, in order to find better ways of accomplishing our customer objectives
- Set clear, measurable quality goals for an organization in a data-driven way
A day in the life
Work with Amazon Rhythm, grow talent and chase goals to help make it easier and simple for our customers to contact Customer services.
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)
About the team
This role sits on a team within CET focused on Contact Center Management Systems. We are responsible for every customer contact, ensuring customers can either resolve via self-service (e.g., Chatbot) or connected with a customer service associate. Ultimately, we reduce customer effort by improving the discoverability of customer ingresses, creating a contact experience that effectively routes the customers to the quickest resolution, as well as maintaining the overall CS contact center configurations. We ensure diverse options for our customers to contact us and leverage data to make customers experience a "Wow" experience. We ensure Customer Service experience is one of a kind in the world.
BASIC QUALIFICATIONS
- 3+ years of engineering team management experience
- 7+ years of working directly within engineering teams experience
- Demonstrated proficiency with an object-oriented programming language; strong object-oriented design and algorithmic analysis background
- Track record of developing engineers through various career stages and building high-performance teams
- Excellent written and verbal communication skills wTith a proven ability to present complex technical information in a clear and concise manner to a variety of audiences; technical and non-technical audiences including those at the senior leadership levels.
- Master's Degree in Computer Science or related discipline with 5+ years of experience; or Bachelor's Degree with 7+ years of experience
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
- 8+ years of leading the definition and development of multi tier web services experience
- 3+ years of designing or architecting (design patterns, reliability and scaling) of new and existing systems 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 and program management teams
Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, disability, age, 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 for this position ranges from $171,400/year up to $286,200/year. Salary is based on a number of factors 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. Applicants should apply via our internal or external career site.