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Amazon Director Software Development Customer Service United States, Washington, Seattle 52460158
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Key job responsibilities
* Lead a team of product managers and software developers to identify, evaluate, and implement self-service and generative AI technologies.* 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* 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
* 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
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