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Director, Software Development, Customer Service - Customer Engagement Technology ID-9671

March 29, 2025

Description

We’re Amazon’s Customer Engagement Technology Team and our mission is to design Earth's best customer service where every interaction is intuitive, effortless, seamless, and empathetic.

We are seeking a customer-focused Director of Software Development to lead the vision and development of innovative self-service technologies and generative AI solutions for Amazon Customer Service. In this role, you will be responsible for driving the development of industry-leading AI powered technologies by practically inventing and applying AI through product and engineering to make every customer interaction intuitive, effortless, seamless, and empathetic. Your work will directly impact the overall customer experience, which is critical to Amazon's continued success.

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Lead a team of product managers and software developers to identify, evaluate, and implement self-service and generative AI technologies.
Collaborate closely with customer service leadership to deeply understand pain points, unmet needs, and opportunities to enhance the customer experience through automation and intelligent assistants
Research the latest advancements in areas like natural language processing and conversational AI to identify applicable solutions
Oversee the development of conversational AI agents, and other self-service tools that allow customers to quickly find answers and resolve issues on their own
Leverage generative AI capabilities to create personalized content, respond to customer inquiries, and streamline customer service workflows
Establish robust testing and measurement frameworks to continuously optimize the performance and user experience of self-service technologies
Partner with IT, security, and compliance teams to ensure all customer-facing systems meet enterprise standards for privacy, data protection, and reliability
Serve as a technical leader and subject matter expert, educating senior stakeholders on emerging trends and the strategic value of the work
Hire, develop, and lead a high-performing team of applied scientists and engineers

Basic Qualifications

Bachelor's degree in Computer science or related field.
12+ years of software engineering experience.
8+ years of demonstrated experience managing engineering managers.
Understanding of software engineering practices & best practices for the full software development life cycle including coding standards, build processes, testing, and operations.
Strong verbal and written communication skills.

Preferred Qualifications

Demonstrated experience leading product and development teams, with a focus on customer service or user-facing technologies
Extensive background in AI, machine learning, natural language processing, and related disciplines
Proven track record of taking emerging technologies from research to production-ready solutions
Experience deploying and optimizing self-service portals, knowledge bases, chatbots, and other AI-powered customer service tools
Familiarity with generative AI models and applications in customer interactions, and process automation
Strong business acumen and ability to align technology strategy with organizational goals and customer needs
Excellent communication and stakeholder management skills

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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DISCLAIMER

Director, Software Development, Customer Service - Customer Engagement Technology ID-9671

Other Jobs You May Be Interested In

Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

5. HOW DO YOU PROCESS INFORMATION?

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

8. HOW TO PRIORITIZE WORK?

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?