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 contact handling experience, secure operating system, and various client applications. We focus on robust architecture, world-class UX, and leverage our data to drive insights and solutions through a myriad of Machine Learning applications.

CET is looking for a technical software development manager to join us for a multi-year, large-scale, enterprise software program. You will be the technical leader whose innovations and strategies will define the next generation of Amazon Customer Service in partnership with Amazon Web Services technology teams. You will own the architecture and incorporate AWS technology features into customer service experiences.

Key job responsibilities
- Tactical and Strategic Management in Leading the Team to Invent and Implement Solutions
- Able to scope a project, prioritize, and evaluate releases to meet business needs
- Handles most problems, decisions, and escalations to mitigate short-term and long-term risks to team deliverables
- Participates actively in defining strategic initiatives for the organization as part of the broader leadership team

A day in the life
- Review any incidents and customer feedback from the previous day, staying closely connected to the real-world performance and pain points of our critical customer service platforms.
- Provide updates on the architecture and development progress, identifying and removing any roadblocks.
- Collaborate closely with product managers and UX designers, providing technical guidance to ensure we're on track to deliver annual goals while building scalable, user-centric solutions that delight our customers.
- Coach and develop the team, while aligning with the broader organization to define the future roadmap for customer service.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you! At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you’re passionate about this role and want to make an impact on a global scale, please apply!

Benefits Summary:
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
Here in CET, we believe in collaborating, having fun, and working hard to achieve our mission. As the team responsible for building and maintaining the foundational services that power Amazon's global customer contact handling solutions, we take great pride in the critical role we play. Our days are filled with technical discussions, where we value diverse perspectives and challenge each other to continuously raise the bar. Beyond just writing code, we make time to celebrate our dynamic, multicultural team through regular social gatherings. It's not uncommon to find us bonding over potlucks, celebrations, or volunteer activities in the local community. This collaborative, fun-loving spirit is a big part of what makes CET such a special place to work.