Manager III, Software Development, Connect

Manager III, Software Development, Amazon Connect

As part of the AWS Applied AI Solutions organization, we have a vision to provide business applications, leveraging Amazon’s 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 Amazon’s 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.

Amazon Connect is an AI‑powered customer experience solution that enables superior outcomes at a lower cost. Since its 2017 public launch, Amazon Connect has become an AI leader, transforming how organizations of all types interact with their customers.

We’re seeking a dynamic Software Development Manager to lead our platform infrastructure team that powers 300+ APIs deployed across 13 AWS regions, serving millions of customers worldwide. In this role, you’ll define the vision for our platform in the evolving agentic AI landscape while leading a team that builds solutions directly impacting end‑to‑end customer experiences. You’ll drive innovation in public APIs, authorization systems, search platforms, event streams, and quota management technologies that enable seamless contact center operations at massive scale.

• Lead and grow a high‑performing engineering team to deliver critical platform infrastructure that powers Amazon Connect APIs across multiple AWS regions, ensuring scalability and reliability for our growing customer base.
• Define technical vision and strategic roadmap for platform evolution in the AI‑first development era, working backwards from customer needs to drive innovation in authorization, search, and event streaming technologies.
• Partner effectively with cross‑functional teams and stakeholders to prioritize initiatives, manage competing demands, and ensure seamless execution of key deliverables while maintaining operational excellence.
• Provide mentorship and career development for direct reports through regular 1:1s, fostering an inclusive environment that promotes professional growth.
• Drive architectural decisions and technical discussions across teams, facilitating consensus on complex problems while maintaining high standards for code quality, system health, and security practices.

No two days are the same, but here's what to expect. Mornings often start with technical deep‑dives alongside engineers, working through design decisions, unblocking complex problems, or reviewing architecture proposals. You’ll spend time with your direct reports in 1:1s coaching them on people leadership, delivery, and career growth.

Throughout the week, you’ll partner with cross‑functional teams (product, TPMs, partner orgs) to align on roadmap priorities and shared deliverables. You’ll own operational excellence for your team: reviewing metrics, driving root‑cause analysis, and raising the bar on service health. You’ll also lead cross‑org initiatives that span multiple teams and require influence without authority.

Expect to context‑switch between strategic planning (what should we build next quarter?) and tactical execution (how do we unblock this launch today?). The role demands someone comfortable operating at both altitudes.

• 3+ years of engineering team management experience.
• 7+ years of working directly within engineering teams.
• 3+ years of designing or architecting (design patterns, reliability and scaling) of new and existing systems.
• 8+ years of leading the definition and development of multi‑tier web services.
• 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 live‑site operations.
• Experience partnering with product or program management teams.

• Ex…