This is a transformational leadership role for someone who thrives at the intersection of deep technology, product thinking, and customer obsession, a leader poised to disrupt how we deliver contact handling and anticipate the evolving needs of our customers.
Key job responsibilities
- Own the technical strategy and multi-year roadmap for associate facing service and feed into overall Customer service strategy
- Lead a distributed engineering organization of 200
- Deliver ambitious new capabilities: agentic automation for resolution recommendation, reimagine associate experience of handling all type of contact types through a single pane of glass, and partner with stakeholders to simplify associate network.
- Drive engineering transformation: pioneer AI-native development practices, organize around small outcome-focused teams, and redefine what great engineering looks like for your organization
- Maintain operational excellence for all tier1 systems across dozens of countries
- Build partnerships with Finance, Operations, Product, UX, and Science leaders, as well as peer organizations up and downstream
- Independently represent the organization with VP-level stakeholders
Basic qualifications
• Bachelor’s degree in Computer Science, Engineering, or related field (or equivalent experience)• 10+ years of software development experience
• 10+ years in senior engineering leadership roles
Preferred qualifications
• Master's degree or PhD in Computer Science, Engineering, or related field (or equivalent experience)• Track record of delivering large-scale, mission-critical systems with high availability requirements
• Experience leading AI/ML-powered product development from research through production deployment
• Desire and ability to inspire and influence at all levels.
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 - 264,100.00 - 350,000.00 USD annually