Key job responsibilities
Lead the design, architecture, and delivery of software services and tools that solve complex, ambiguous business and operational problems, with a focus on simplicity, scalability, and long-term maintainability
Own the technical roadmap for critical systems, driving optimization and evolution for performance, reliability, and maintainability at Amazon scale
Make high-judgment technical decisions on system design, technology selection, and problem-solving approaches with minimal guidance, setting precedents that influence team-wide standards
Proactively identify and mitigate technical risks across projects, driving resolution and escalating strategically when appropriate
Lead design reviews and drive technical alignment across engineering and cross-functional teams, influencing direction beyond immediate team boundaries
Define and enforce effective trade-offs between time, quality, and resources, ensuring high-quality delivery across multiple concurrent workstreams
Define, track, and act on key metrics to optimize system performance and drive continuous improvement at a portfolio level
Drive engineering process improvements and operational excellence, establishing best practices that raise the bar across the broader organization
Mentor and develop engineers at all levels through technical guidance, code reviews, architecture discussions, and fostering a culture of learning and high standards
Author and champion clear technical documentation, including design documents and operational runbooks, to support system ownership, team knowledge sharing, and organizational learning
About the team
The Associate Experience team develops products to support Amazon's Customer Service Associates (CSAs) in delivering seamless customer service. Our mission is to empower CSAs with intelligent solutions — powered by generative AI, machine learning, and automation — that anticipate customer needs and accelerate issue resolution at global scale. We build AI assistants, contact automation, and real-time insight tools that reduce CSA effort and improve the customer experience with every interaction. Our team values innovation, ownership, and collaboration, and you will have the opportunity to work alongside talented engineers who are passionate about using cutting-edge technology to make a meaningful impact on how millions of customers experience Amazon support.
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
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.
