System Admin/Engr Mgr, Ring & Blink CS Technology Enablement
Amazon.com
Ring CS Technology Enablement team is seeking a Senior System Administration Manager to transform customer service technology by leading a dynamic team that harnesses AI and innovative solutions to revolutionize support experiences. You'll drive operational excellence, optimize complex technical infrastructures, and empower customer support associates through new technological strategies that simplify and streamline business processes. This leader will be responsible for overseeing the day-to-day operations of our low-code/no-code technology stack, including Amazon Connect, Salesforce, AWS services, ChatBots, Voice AI solutions, and various 1P and 3P integrated systems.
The ideal candidate thrives in a fast-paced environment and excels at balancing competing priorities while driving operational velocity. You will work cross-functionally with internal and external stakeholders to ensure seamless technology operations that empower our customer support associates to deliver exceptional service to our Neighbors (customers). This role requires a leader who is innovative, analytically strong, and passionate about leveraging AI and automation to drive team productivity and operational efficiencies. You are naturally inquisitive with experience diagnosing and resolving complex problems at their root, paying attention to detail, and diving deep to understand issues while making appropriate trade-offs. You can clearly document requirements and dependencies to share with stakeholders and drive prioritization and delivery in an unstructured environment.
Key job responsibilities
• Team Leadership & Development: Lead, coach, and develop a team of 6-10 System Administrators, setting clear performance expectations, providing regular feedback, and identifying opportunities to stretch and grow team members for career advancement and promotion readiness.
• Operational Excellence: Ensure daily operations of Ring and Blink CS technology infrastructure run smoothly, meeting all SLAs and delivering high-quality results that drive the right customer outcomes.
• Priority Management: Balance competing priorities across multiple stakeholders, understand business importance, and make informed decisions on resource allocation and task prioritization to drive velocity in team deliverables.
• AI Integration & Productivity: Champion the use of AI tools and methodologies to drive team productivity, incorporating AI into day-to-day activities to create efficiencies and enhance operational capabilities.
• System Administration Oversight: Oversee the administration and maintenance of Amazon Connect, Salesforce, AWS services, Chat Bots, Voice AI Bots, and other 1P/3P systems supporting customer service operations.
• Cross-Functional Collaboration: Work effectively with internal teams and external partners to support the technology stack, driving agile best practices and defining processes that improve teamwork, communication, and collaboration.
• Problem Resolution: Diagnose and resolve complex technical problems, identifying root causes and determining appropriate short-term mitigations while driving long-term solutions.
• Process Improvement: Identify and optimize workflows, procedures, and best practices; create automation that simplifies workloads and scales operations; drive operational excellence initiatives with measurable results.
• Risk Management: Identify operational and security risks, implement mitigations, and determine when to escalate issues; manage difficult problems and find paths forward in challenging situations.
• Documentation & Communication: Create and maintain clear documentation including SOPs, runbooks, and technical requirements; communicate effectively with stakeholders up to three levels above to drive prioritization and delivery.
About the team
The Ring and Blink CS Tech team owns and manages the customer support technology stack to provide and empower Ring's & Blink's customer support associates to deliver exceptional service to our Neighbors (customers). Our vision is to be customer-inspired and technology-enabled to propel customer service towards new horizons, transforming it into a scalable, secure, enterprise-grade infrastructure powered by AI and automation. We're evolving from reactive customer service to proactive, AI-enhanced support experiences. We are committed to delivering neighbor and associate experiences that are unparalleled, simplifying and streamlining business processes with intuitive interfaces via out-of-the-box, low-code, and innovative AI solutions. We focus on providing a seamless and effortless experience that revolutionizes customer service and boosts productivity.
The ideal candidate thrives in a fast-paced environment and excels at balancing competing priorities while driving operational velocity. You will work cross-functionally with internal and external stakeholders to ensure seamless technology operations that empower our customer support associates to deliver exceptional service to our Neighbors (customers). This role requires a leader who is innovative, analytically strong, and passionate about leveraging AI and automation to drive team productivity and operational efficiencies. You are naturally inquisitive with experience diagnosing and resolving complex problems at their root, paying attention to detail, and diving deep to understand issues while making appropriate trade-offs. You can clearly document requirements and dependencies to share with stakeholders and drive prioritization and delivery in an unstructured environment.
Key job responsibilities
• Team Leadership & Development: Lead, coach, and develop a team of 6-10 System Administrators, setting clear performance expectations, providing regular feedback, and identifying opportunities to stretch and grow team members for career advancement and promotion readiness.
• Operational Excellence: Ensure daily operations of Ring and Blink CS technology infrastructure run smoothly, meeting all SLAs and delivering high-quality results that drive the right customer outcomes.
• Priority Management: Balance competing priorities across multiple stakeholders, understand business importance, and make informed decisions on resource allocation and task prioritization to drive velocity in team deliverables.
• AI Integration & Productivity: Champion the use of AI tools and methodologies to drive team productivity, incorporating AI into day-to-day activities to create efficiencies and enhance operational capabilities.
• System Administration Oversight: Oversee the administration and maintenance of Amazon Connect, Salesforce, AWS services, Chat Bots, Voice AI Bots, and other 1P/3P systems supporting customer service operations.
• Cross-Functional Collaboration: Work effectively with internal teams and external partners to support the technology stack, driving agile best practices and defining processes that improve teamwork, communication, and collaboration.
• Problem Resolution: Diagnose and resolve complex technical problems, identifying root causes and determining appropriate short-term mitigations while driving long-term solutions.
• Process Improvement: Identify and optimize workflows, procedures, and best practices; create automation that simplifies workloads and scales operations; drive operational excellence initiatives with measurable results.
• Risk Management: Identify operational and security risks, implement mitigations, and determine when to escalate issues; manage difficult problems and find paths forward in challenging situations.
• Documentation & Communication: Create and maintain clear documentation including SOPs, runbooks, and technical requirements; communicate effectively with stakeholders up to three levels above to drive prioritization and delivery.
About the team
The Ring and Blink CS Tech team owns and manages the customer support technology stack to provide and empower Ring's & Blink's customer support associates to deliver exceptional service to our Neighbors (customers). Our vision is to be customer-inspired and technology-enabled to propel customer service towards new horizons, transforming it into a scalable, secure, enterprise-grade infrastructure powered by AI and automation. We're evolving from reactive customer service to proactive, AI-enhanced support experiences. We are committed to delivering neighbor and associate experiences that are unparalleled, simplifying and streamlining business processes with intuitive interfaces via out-of-the-box, low-code, and innovative AI solutions. We focus on providing a seamless and effortless experience that revolutionizes customer service and boosts productivity.
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