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 CRM, secure operating system, 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 Machine Learning applications.

CET is looking for a technical software development manager to join a multi-year, large-scale, enterprise software program. You will be the technical leader for the Global Product and Technology team, 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 Amazon CRM products.

Key job responsibilities
- Tactical and Strategic Management in leading the team to invent and evolve data solutions
- Demonstrates ability to scope projects, prioritize and evaluate releases to meet business needs
- Handles most problems, decisions, and escalations to mitigate short- 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
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
You'll be leading a critical engineering team responsible for a Tier-1 application that serves as the backbone of Amazon's customer service operations. Your team of 8-10 talented engineers will focus on ensuring 24/7 platform availability and driving key strategic initiatives. We're in an exciting growth phase, with 2025 initiatives focused on implementing next-generation service capabilities, enhancing platform resilience, and optimizing deployment infrastructure, while supporting Amazon's global customer service operations.