Software Development Manager, Amazon Connect Agentic Customer Experience (ACX)

As part of the Amazon Connect Agentic Customer Experience (ACX) 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 day-to-day 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 real-world experience to build opinionated turnkey solutions. Where customers prefer to buy over build we become their trusted partner with solutions that are no-brainers to buy and easy to use.

Our team is building Amazon Connect Engagement Experience an AI-powered solution within Amazon Connect that helps businesses streamline their interactions with customers. You will contribute directly to this product as we bring it to market working across the full stack to deliver features that make customer engagement simpler and more intelligent for our customers.

Our Vision

We believe the future of customer engagement is mobile-first AI-native and channel-agnostic. Businesses should be able to meet their customers wherever they are in-app over messaging or through voice with a seamless intelligent experience that feels native to every platform. Our long-term vision is to make Amazon Connect the default engagement layer embedded directly into the applications that millions of end-users interact with every day.

We are building toward a world where any business can add rich AI-powered customer interactions to their mobile app in minutes not months. Our SDKs and connector platform will abstract away the complexity of real-time communication channel routing and intelligent automation so developers can focus on their customer experience while we handle the infrastructure at scale. As generative AI transforms how businesses and customers interact this team will be at the forefront of bringing those capabilities to mobile and third-party channels.

This is a rare opportunity to shape the next chapter of a product used by tens of thousands of organizations worldwide and to define what modern customer engagement looks like on mobile.

Key job responsibilities
* Own the roadmap and delivery of the mobile (iOS/Android) and connector platform from design through GA launch and beyond
* Partner with product and science teams to deliver impactful AI features that simplify complex business processes
* Lead hire and develop a team of software development engineers building native mobile experience and third-party integrations
* Drive technical strategy for real-time communication and mobile-first customer engagement experiences
* Partner with cross-functional teams across AWS to coordinate dependencies align on architecture and deliver end-to-end solutions
* Establish and maintain operational excellence owning availability latency and quality metrics for your services
* Represent the team in roadmap planning business reviews and leadership discussions
* Balance rapid experimentation and innovation with security compliance and responsible AI development
* Mentor engineers and managers raising the technical and leadership bar across the organization


A day in the life

The Software Development Manager will lead a team developing new third-party integrations and mobile initiatives that integrate with AI solutions. This team owns the mobile SDK and connector platform that enables businesses to embed Amazon Connects contact center capabilities directly into their own mobile applications as well as integrate with third-party messaging channels. The role requires balancing rapid innovation with reliability and compliance.

You should be comfortable making decisions with incomplete information and helping your team navigate ambiguity. Youll work closely with senior technical leaders within the team and across AWS. Were looking for leaders who can maintain high standards while moving quickly prioritizing both rapid experimentation and responsible AI development to deliver measurable customer impact.

About the team
ABOUT AWS:

Diverse Experiences
Amazon values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description we encourage candidates to apply. If your career is just starting hasnt followed a traditional path or includes alternative experiences dont let it stop you from applying.

Why AWS
Amazon Web Services (AWS) is the worlds most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating thats why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.

Work/Life Balance
We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home which is why flexible work hours and arrangements are part of our culture. When we feel supported in the workplace and at home theres nothing we cant achieve in the cloud.

Inclusive Team Culture
Here at AWS its in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences including our Conversations on Race and Ethnicity and AmazeCon conferences inspire us to never stop embracing our uniqueness.

Mentorship and Career Growth
Were continuously raising our performance bar as we strive to become Earths Best Employer. Thats why youll find endless knowledge-sharing mentorship and other career-advancing resources here to help you develop into a better-rounded professional.

- 3 years of engineering team management experience
- 7 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
- 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 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

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 - 184900.00 - 250200.00 USD annually