Director Engineering, Associate Experience, Amazon Customer Service

Customer Service Experience (CSX) is seeking an exceptional Director of Software Development to lead the worlds largest contact handling systems to deliver personalized service to millions of customers across the this role you will work backwards from a diverse set of engineering and business use cases across consumers business customers digital and device customers etc. and partner with leaders and builders across Store ecosystem - from concession to ship tech to store security. You will lead conceptualization of new software systems including where AI meets Service Delivery and evolution of existing software services and deliver results through software development teams. You will partner with peer leaders across broader customer service to align on strategic direction and serve as a technical advisory voice to influence senior leadership. And of course you will also be a people leader focused on hiring and growth of leaders and engineers on your team.

This is a transformational leadership role for someone who thrives at the intersection of deep technology product thinking and customer obsession a leader poised to disrupt how we deliver contact handling and anticipate the evolving needs of our customers.


Key job responsibilities
- Own the technical strategy and multi-year roadmap for associate facing service and feed into overall Customer service strategy
- Lead a distributed engineering organization of 200
- Deliver ambitious new capabilities: agentic automation for resolution recommendation reimagine associate experience of handling all type of contact types through a single pane of glass and partner with stakeholders to simplify associate network.
- Drive engineering transformation: pioneer AI-native development practices organize around small outcome-focused teams and redefine what great engineering looks like for your organization
- Maintain operational excellence for all tier1 systems across dozens of countries
- Build partnerships with Finance Operations Product UX and Science leaders as well as peer organizations up and downstream
- Independently represent the organization with VP-level stakeholders

Bachelors degree in Computer Science Engineering or related field (or equivalent experience)
10 years of software development experience
10 years in senior engineering leadership roles

Masters degree or PhD in Computer Science Engineering or related field (or equivalent experience)
Track record of delivering large-scale mission-critical systems with high availability requirements
Experience leading AI/ML-powered product development from research through production deployment
Desire and ability to inspire and influence at all levels.

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 WA Seattle - 264100.00 - 350000.00 USD annually