Description Do you remember your best Customer Service experience? Want to help create an even better experience for customers? Amazon strives to be Earth's most customer-centric company where people can find and discover virtually anything they want to buy online. The Customer Engagement Technologies teams(CET) build systems to support front line associates to delight customers. As a SDM you will lead the evolution of our Customer Relationship Management system to simplify the experience for Customer Service associates so they can better serve customers. You will be responsible for building a team of talented engineers and managers obsessed about customer experience with a culture of high standards that delivers. You should have an established track record of launching customer-facing experiences, deep technical ability, and excellent project management skills. This role requires working closely with product management to define strategy and requirements, and leading development teams from design through delivery and subsequent operation. This position will also require regular company wide communication with senior management on status, risks, and strategy. We are seeking an innovative, intellectually curious, results-oriented technology leader who will be responsible for driving the vision, product roadmap and development of these systems. Key job responsibilities - Lead a team of software engineers responsible for the design, development, and testing of the Amazon Customer Service Tech solutions - Advise and consult with other SDM’s and Senior Engineers on design and architecture - Hire and mentor software engineers and actively participate in their career development - Evaluate and recommend new and emerging products and technologies - Be a proactive contributor to projects that develop new intellectual property Basic Qualifications - 7+ years of engineering experience - 3+ years of engineering team management 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 Preferred Qualifications - 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 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.