Amazon

Software Dev Engineer , Customer Service Technologies

Amazon$120K — $160K *
Information Technology
5 - 7 years of experience
Job Overview by Ladders

Qualifications

  • 5+ years of professional software development experience
  • Proficiency in at least one programming language
  • Experience leading design or architecture for systems
  • Ability to mentor and lead engineering teams
  • 5+ years of experience with the software development lifecycle

Responsibilities

  • Lead the design and delivery of AI-native observability and incident management for Amazon's Customer Service network
  • Build and develop a high-performing engineering team
  • Architect real-time monitoring systems to detect risks before they impact customers
  • Deliver autonomous incident response capabilities to replace manual processes
  • Collaborate with Applied Science teams to integrate ML models for predictive alerting
  • Drive execution of technical roadmap from proof-of-concept to production
  • Establish operational excellence practices for production services

Benefits

  • Opportunity to build transformative technologies impacting millions
  • Collaborative work environment with cross-functional teams
  • Mentorship and development for engineering staff
  • Focus on innovative, AI-driven solutions
  • Access to cutting-edge technology and tools
Full Job Description
We are seeking a Sr. Software Development Engineer to lead the engineering team building the Network Control Center (NCC) - an AI-native system that will transform how Amazon detects, responds to, and recovers from incidents across our global Customer Service network. Today, our incident management relies on disconnected tools, multiple manual steps, and reactive detection that takes several minutes. This leader will design and build the technical systems that replace this fragmented approach with continuous observability, autonomous response, and intelligent customer recovery - all operating in real-time at massive scale.

The ideal candidate is a strong technical leader who thrives in ambiguity, can translate a bold vision into a concrete system architecture, and is passionate about building high-performing teams. You will partner closely with science, product, and operations leaders to deliver AI-powered capabilities that detect risks before customers feel them, respond in sub-60 seconds, and execute tailored recovery actions that turn service failures into loyalty-building moments. This is an exciting opportunity to build transformative technology that directly impacts the experience of millions of customers.

Key job responsibilities

- Lead the design, architecture, and delivery of an AI-native observability and incident management service serving Amazon's global Customer Service network

- Build and develop a high-performing engineering team by assisting in hiring and mentoring software development engineers

- Architect real-time signal detection and observability systems that continuously monitor network health, identifying risks and anomalies before customer impact

- Deliver autonomous incident response and recovery capabilities that replace manual, fragmented processes with intelligent, real-time intervention

- Partner with Applied Science teams to develop and integrate ML models for anomaly detection, predictive alerting, and closed-loop learning workflows

- Drive technical roadmap execution from proof-of-concept through production, balancing speed of delivery with long-term architectural quality

- Collaborate cross-functionally across Network Solutions and partner teams to integrate platform capabilities into the broader CS ecosystem

- Establish operational excellence practices for production services, including on-call, incident response, and continuous improvement mechanisms

BASIC QUALIFICATIONS

- 5+ years of non-internship professional software development experience

- 5+ years of programming with at least one software programming language experience

- 5+ years of leading design or architecture (design patterns, reliability and scaling) of new and existing systems experience

- Experience as a mentor, tech lead or leading an engineering team

PREFERRED QUALIFICATIONS

- 5+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience

- Bachelor's degree in computer science or equivalent

About Amazon

Audible is a provider of spoken audio information and entertainment , on the Internet. They provide premium spoken audio content, such as audio versions of books and newspapers and radio programs, that is delivered over the Internet and played back on personal computers and hand-held electronic devices. The Audible service allows consumers to purchase and download their content from their Website, store it in digital files and play it back on personal computers and electronic devices. More than 15,000 hours of audio content are available on their Web site, including audio versions of books, periodicals and radio programs. Several manufacturers have agreed to support and promote the playback of their content on their hand-held audio-enabled electronic devices.

Amazon Careers

Joining Amazon presents an unparalleled opportunity to become part of a vibrant team pushing the boundaries of innovation and growth in the global marketplace. As a leader in e-commerce, technology, and logistics, Amazon offers a variety of job opportunities that cater to a range of skills and professional interests. Work You’ll Do At Amazon, every day is an opportunity to collaborate with the brightest minds in technology and business to redefine what’s possible. Whether you’re interested in software development, marketing, human resources, or customer service, Amazon has a position waiting for you. Transform the way the world shops and innovates with our diverse and inclusive team. Amazon is not just a company; it’s a community where you can drive real change and contribute to projects impacting millions globally. Lead with Innovation and Leadership Amazon is the perfect place to enhance your leadership and innovation skills. Our culture encourages pushing the envelope and imagining the unimaginable. Here, you will lead projects that challenge the status quo and define new industry standards. Work with a team that values diversity and is committed to creating an inclusive environment. Our leadership is focused on harnessing the collective power of unique perspectives to foster growth and innovation. Explore Amazon’s Employment Benefits Amazon’s commitment to its employees extends beyond just career growth. We offer competitive benefits, including health care, parental leave, and diversity training, ensuring that our team not only excels professionally but also enjoys well-being and security. Internship and Networking Opportunities Start your career with an Amazon internship and gain hands-on experience that matters. Our internships provide a gateway to full-time employment and an opportunity to network with professionals across various sectors of the company. Future-Proof Your Career With Amazon, your career path is filled with numerous opportunities for advancement. Our learning and development programs are designed to nurture your professional growth and keep you at the forefront of industry trends. Stay Connected Join Our Team Discover the job opportunities at Amazon that match your skills and interests. We are constantly on the lookout for passionate, curious, and innovative team players ready to make a difference. Keep Up to Date Stay ahead with career tips, insider perspectives, and industry-leading insights you can put to use today—all from the people who work here. Job Alert Emails Customize your subscription to receive job alerts, the latest news, and insider tips tailored to your preferences. Explore the exciting and rewarding career opportunities that await at Amazon. Amazon is more than just a company—it’s a platform for building a promising future. Whether you’re starting or looking to advance your career, Amazon offers the resources, support, and network you need to succeed. Join us, and be a part of our continuing mission to be Earth's most customer-centric company.
Learn more about Amazon
Size
1,608 employees
Market Cap
$832.6 billion
Industry
Net Income
$21.3 billion
Founded
1994
5 Year Trend
+28.1%
Revenue
$386 billion
NASDAQ

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