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
About the team
Network Solutions is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. The Network Control Center is a new initiative within Network Solutions focused on ensuring network health and reliability through continuous observability, situational awareness, and proactive intervention — leveraging AI to monitor, interpret, and act on risks to customer journeys across all channels.
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
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
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 - 168,100.00 - 227,400.00 USD annually
