Software Development Manager, Amazon Connect (AWS), Realtime Communications

As part of the AWS Solutions organization we have a vision to provide business applications leveraging Amazons unique experience and expertise that are used by millions of companies worldwide to manage daytoday 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 Amazons realworld experience to build opinionated turnkey solutions. Where customers prefer to buy over build we become their trusted partner with solutions that are nobrainers to buy and easy to use.

Want to disrupt an industry by delighting customers Looking for a job where your work can have direct and massive impact Excited to join one of the newest and most exciting AWS services Come be a leader on a team that is building a product that will touch millions of people daily.

Amazon Connect is a highly disruptive cloudbased 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 cloudbased contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services such as Amazon Lex Amazon Polly AWS Lambda Amazon S3 and Amazon Kinesis to provide a truly frustration free easytouse extensible and natural customer experience. With this technology we are transforming an industry and the way customers interact with businesses and how agents service them.

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 Software Development Manager 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 fastgrowing 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.

Industry analysts have said Amazon Connect is quietly positioned to massively disrupt by enabling companies to focus on customer service not service centers. and Amazon is totally disrupting the customer contact center space as they have many other marketspaces with customercentric solutions with open platform integration with assistance from the partner community.

As a software development manager on our team youll help to establish teams developing new systems from scratch working closely with senior technical leaders within the team and across AWS. Youll coordinate feature development across teams ensuring new functionality fits into the broader slate of AWS services. Youll drive a culture that values operational excellence security customer focus and continuous improvement.

Key job responsibilities
Lead multiple high impact feature deliveries across Connect teams
Dive deep architecturally exercise high judgement and collaborate with stakeholders to write Think Big Vision
Lead all phases of the software development lifecycle (e.g. design implementation integration deployment)
Demonstrate ownership of operational excellence for the services we own and develop.
Provide feedback and technical guidance to team members


About the team
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3 years of engineering team management experience
5 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
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 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
Experience working in Realtime Communication domain and protocols such as WebRTC is a plus.

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 for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $166400/year in our lowest geographic market up to $287700/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on jobrelated knowledge skills and experience. Amazon is a total compensation company. Dependent on the position offered equity signon 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. For more information please visit This position will remain posted until filled. Applicants should apply via our internal or external career site.