System AdminEngr Mgr, Ring & Blink CS Technology Enablement

Ring CS Technology Enablement team is seeking a Senior System Administration Manager to transform customer service technology by leading a dynamic team that harnesses AI and innovative solutions to revolutionize support experiences. Youll drive operational excellence optimize complex technical infrastructures and empower customer support associates through new technological strategies that simplify and streamline business processes. This leader will be responsible for overseeing the day-to-day operations of our low-code/no-code technology stack including Amazon Connect Salesforce AWS services ChatBots Voice AI solutions and various 1P and 3P integrated systems.

The ideal candidate thrives in a fast-paced environment and excels at balancing competing priorities while driving operational velocity. You will work cross-functionally with internal and external stakeholders to ensure seamless technology operations that empower our customer support associates to deliver exceptional service to our Neighbors (customers). This role requires a leader who is innovative analytically strong and passionate about leveraging AI and automation to drive team productivity and operational efficiencies. You are naturally inquisitive with experience diagnosing and resolving complex problems at their root paying attention to detail and diving deep to understand issues while making appropriate trade-offs. You can clearly document requirements and dependencies to share with stakeholders and drive prioritization and delivery in an unstructured environment.

Key job responsibilities
Team Leadership & Development: Lead coach and develop a team of 6-10 System Administrators setting clear performance expectations providing regular feedback and identifying opportunities to stretch and grow team members for career advancement and promotion readiness.
Operational Excellence: Ensure daily operations of Ring and Blink CS technology infrastructure run smoothly meeting all SLAs and delivering high-quality results that drive the right customer outcomes.
Priority Management: Balance competing priorities across multiple stakeholders understand business importance and make informed decisions on resource allocation and task prioritization to drive velocity in team deliverables.
AI Integration & Productivity: Champion the use of AI tools and methodologies to drive team productivity incorporating AI into day-to-day activities to create efficiencies and enhance operational capabilities.
System Administration Oversight: Oversee the administration and maintenance of Amazon Connect Salesforce AWS services Chat Bots Voice AI Bots and other 1P/3P systems supporting customer service operations.
Cross-Functional Collaboration: Work effectively with internal teams and external partners to support the technology stack driving agile best practices and defining processes that improve teamwork communication and collaboration.
Problem Resolution: Diagnose and resolve complex technical problems identifying root causes and determining appropriate short-term mitigations while driving long-term solutions.
Process Improvement: Identify and optimize workflows procedures and best practices; create automation that simplifies workloads and scales operations; drive operational excellence initiatives with measurable results.
Risk Management: Identify operational and security risks implement mitigations and determine when to escalate issues; manage difficult problems and find paths forward in challenging situations.
Documentation & Communication: Create and maintain clear documentation including SOPs runbooks and technical requirements; communicate effectively with stakeholders up to three levels above to drive prioritization and delivery.


About the team
The Ring and Blink CS Tech team owns and manages the customer support technology stack to provide and empower Rings & Blinks customer support associates to deliver exceptional service to our Neighbors (customers). Our vision is to be customer-inspired and technology-enabled to propel customer service towards new horizons transforming it into a scalable secure enterprise-grade infrastructure powered by AI and automation. Were evolving from reactive customer service to proactive AI-enhanced support experiences. We are committed to delivering neighbor and associate experiences that are unparalleled simplifying and streamlining business processes with intuitive interfaces via out-of-the-box low-code and innovative AI solutions. We focus on providing a seamless and effortless experience that revolutionizes customer service and boosts productivity.

- Bachelors degree in computer science computer engineering or related field or experience from a technical internship
- 4 years of system administration or 1 years of relevant technical position experience
- 1 years of managing technical teams with significant personnel management experience and examples of developing engineers and building successful teams experience
- Experience with CRM tools like Salesforce
- 2 years of contact center experience or experience in technical work related to computer systems and technology components
- Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines or experience in a fast-paced high-tech company
- Experience navigating a knowledge base and following Standard Operating Procedures (SOPs)
- Experience that includes strong analytical skills attention to detail and effective communication abilities or experience in technical support and experience troubleshooting and debugging technical systems
- Demonstrated experience with cloud platforms specifically AWS services and infrastructure.
- Excellent verbal and written communication skills with experience presenting to senior leadership.

- 2 years of contact center experience or experience with AWS services or other cloud offerings
- Experience in identifying leading and executing opportunities to improve automate standardize or simplify finance or business tools and processes or experience in creating process improvements with automation and analysis
- AWS certification such as AWS Solutions Architect or a similar cloud certification or CISSP-ISSAP (Certified Information Systems Security Professional-Information Systems Security Architecture Professional) or CISSP-ISSEP (Certified Information Systems Security Professional-Information Systems Security Engineering Professional)
- Experience in scripting for automation (e.g. Python) and advanced SQL skills.
- Experience working with Agile methodologies
- Demonstrated experience leveraging AI tools (including generative AI chatbots and voice AI) to drive operational efficiencies and team productivity.
- Experience working in customer service technology environments or supporting customer-facing operations.
- Knowledge of voice AI technologies conversational AI and chatbot platforms.
- Experience working at Amazon or within a similar large-scale fast-paced technology organization.

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.

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 AZ Tempe - 142200.00 - 192300.00 USD annually