Director Engineering, Associate Experience, Amazon Customer Service
Core
Lead the world's largest contact handling systems to deliver personalized service to millions of customers globally, focusing on AI integration and associate experience transformation.
Role type
Director of Software Development (Engineering Leadership)
Builds
Contact handling systems, agentic automation for resolution, and AI-native development practices for customer service.
Domain
Customer Service Technology / AI / Large-scale Distributed Systems
Deliverable
production ML models | product features | infrastructure
Required skills
Technical strategy, distributed engineering leadership, AI/ML product development, operational excellence, stakeholder influence, team building
Preferred skills
Large-scale mission-critical systems experience, AI/ML-powered product development track record, inspiring and influencing at all levels
Technologies
AI-native development practices, agentic automation, tier1 systems
Responsibilities
Own technical strategy and multi-year roadmap, lead a distributed engineering organization of 200, deliver new capabilities like agentic automation, drive engineering transformation, maintain operational excellence for tier1 systems, build partnerships with cross-functional leaders, represent the organization with VP-level stakeholders
Seniority
Director, strategic leadership & hands-on technical direction
