Software Development Manager – Workforce Intelligence Platform

Amazon Customer Service handles hundreds of millions of customer contacts each year across every Amazon business. Our Associate Experience organization owns the products platforms and AI systems that determine how Customer Service Associates (CSAs) onboard learn receive coaching improve performance and collaborate with AI.

To build the workforce of the future Customer Service must understand what drives associate effectiveness at global scale. We are investing in Workforce Intelligencea new platform that brings together signals across associate journeys workflow interactions operational performance customer outcomes behavioral patterns and feedback mechanisms to generate intelligence that informs decisions across learning coaching staffing routing workforce planning policy and future AI experiences.

We are seeking an experienced Software Development Manager to establish and lead the Workforce Intelligence Platform.

You will lead the engineering team responsible for building the foundational services powering workforce intelligence experimentation recommendation systems intelligence APIs and future AI capabilities. Working closely with Product Managers Business Intelligence Engineers Applied Scientists and Operations leaders your team will transform billions of operational signals into actionable intelligence that helps Customer Service continuously improve its workforce and customer outcomes.

The current capability does not exist in the form it needs to. This leader will define the engineering vision build a world-class team establish the platform architecture and create the technical foundation for one of Amazons largest workforce intelligence initiatives.

Key job responsibilities
> Build and lead a high-performing software engineering team responsible for the Workforce Intelligence Platform.
> Define the engineering strategy and technical roadmap for workforce intelligence experimentation recommendation systems and intelligence services.
> Build scalable platform capabilities including intelligence APIs recommendation services experimentation frameworks signal ingestion pipelines and shared infrastructure.
> Partner closely with Product Business Intelligence Applied Science Routing Workforce Planning Quality and Operations teams to operationalize intelligence across Customer Service.
> Drive engineering excellence across architecture operational excellence security software quality and platform scalability.
> Hire coach and develop engineers while establishing Workforce Intelligence as a foundational capability across Customer Service.

- 3 years of engineering team management experience
- 7 years of engineering 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
- Experience designing or architecting (design patterns reliability and scaling) of new and existing systems

- 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

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