Software Manager, Amazon Q in Connect (QiC)
Job ID: 2813535 | Amazon.com Services LLC
As part of the AWS Solutions organization, we have a vision to provide business applications, leveraging Amazon’s unique experience and expertise, that are used by millions of companies worldwide to manage day-to-day operations. We will accomplish this by accelerating our customers’ businesses through delivery of intuitive and differentiated technology solutions that solve enduring business challenges. We blend vision with curiosity and Amazon’s real-world experience to build opinionated, turnkey solutions. Where customers prefer to buy over build, we become their trusted partner with solutions that are no-brainers to buy and easy to use.
Are you inspired to work with a team that launches products with direct and massive impact on Amazon’s customers? Are you excited to join one of the newest and most exciting AWS services?
Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. Amazon Connect is the result of the ten years of development that went into building the tools Amazon uses to provide its award-winning customer service at massive scale and launching it as a publicly available AWS service. With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services.
Our team, Amazon Connect Q in Connect (QiC), provides customer service agents with responses and actions to address customer questions in real-time, enabling faster issue resolution and improved customer satisfaction. We apply these same AI technologies to deliver exceptional self-service. Our focus is to deliver great customer experiences across all interactions from phones, chat, email, and application.
We have a rapidly growing customer base and an exciting charter in front of us that includes solving highly complex engineering and algorithmic problems. We are looking for passionate and talented managers to join us to innovate on this new service that addresses customer needs to build modern contact centers in the cloud. The position represents a rare opportunity to be a part of a fast-growing business soon after launch, and help shape the technology and product as we grow. You will be playing a crucial role in developing the next generation contact center, and get the opportunity to design and deliver scalable, resilient systems while maintaining a constant customer focus.
As a manager on our team, you’ll help to establish teams developing new systems ground up, working closely with senior technical leaders within the team and across AWS. You’ll coordinate feature development across teams, ensuring new functionality fits into the broader slate of AWS services. You'll drive a culture that values operational and engineering excellence, security, customer focus, and continuous improvement.
This team is a great fit for you if:
- You enjoy working with a fun team that prides itself on a great work environment with an inclusive group of people that are working together towards a common goal.
- You are sensitive to customer needs and interested in working on a service that will be used, directly and indirectly, by millions of customers and has a meaningful impact on their functions and interactions.
- You’d like to be directly responsible for solving real customer problems.
- You are a passionate learner and are motivated to take on new challenges.
- You want to have fun; surround yourself with a highly talented pool of engineers that like to solve complex problems, but also enjoy work-life balance.
Key job responsibilities
- Hire and develop a team of data scientists and engineers to build live-learning AI systems.
- Engage with product managers on roadmap planning and delivery priorities.
- Project manage regular software deliverables that regularly add customer value.
- Meet with customers to understand their business needs and innovate on how to solve them.
- Collaborate with AWS services to refine roadmap to meet customer needs.
BASIC QUALIFICATIONS
- 3+ years of engineering team management experience.
- 7+ years of working directly within engineering teams experience.
- 3+ years of designing or architecting (design patterns, reliability and scaling) of new and existing systems experience.
- 8+ years of leading the definition and development of multi-tier web services 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 or program management teams.
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.
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, protected veteran status, disability, age, or other legally protected status.
Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $166,400/year in our lowest geographic market up to $287,700/year in our highest geographic market. Pay is based on a number of factors including market location 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.
This position will remain posted until filled. Applicants should apply via our internal or external career site.
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