Software Development Manager, Amazon Connect Agentic Customer Experience; ACX

Position: Software Development Manager, Amazon Connect Agentic Customer Experience (ACX)
Description

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.

As part of the Amazon Connect Agentic Customer Experience (ACX) 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.

Our team is building Amazon Connect Engagement Experience, an AI-powered solution within Amazon Connect that helps businesses streamline their interactions with customers. You will contribute directly to this product as we bring it to market, working across the full stack to deliver features that make customer engagement simpler and more intelligent for our customers.

Our Vision

We believe the future of customer engagement is mobile-first, AI-native, and channel-agnostic. Businesses should be able to meet their customers wherever they are, in-app, over messaging, or through voice with a seamless, intelligent experience that feels native to every platform. Our long-term vision is to make Amazon Connect the default engagement layer embedded directly into the applications that millions of end-users interact with every day.

We are building toward a world where any business can add rich, AI-powered customer interactions to their mobile app in minutes not months. Our SDKs and connector platform will abstract away the complexity of real-time communication, channel routing, and intelligent automation, so developers can focus on their customer experience while we handle the infrastructure  generative AI transforms how businesses and customers interact, this team will be at the forefront of bringing those capabilities to mobile and third-party channels.

This is a rare opportunity to shape the next chapter of a product used by tens of thousands of organizations worldwide, and to define what modern customer engagement looks like on mobile.

Key job responsibilities

* Own the roadmap and delivery of the mobile (iOS/Android) and connector platform, from design through GA launch and beyond

* Partner with product and science teams to deliver impactful AI features that simplify complex business processes

* Lead, hire, and develop a team of software development engineers building native mobile experience and third-party integrations

* Drive technical strategy for real-time communication and mobile-first customer engagement experiences

* Partner with cross-functional teams across AWS to coordinate dependencies, align on architecture, and deliver end-to-end solutions

* Establish and maintain operational excellence - owning availability, latency, and quality metrics for your services

* Represent the team in roadmap planning, business reviews, and leadership discussions

* Balance rapid experimentation and innovation with security, compliance, and responsible AI development

* Mentor engineers and managers, raising the technical and leadership bar across the organization

A day in the life

The Software Development Manager will lead a team developing new third-party integrations and mobile initiatives that integrate with AI solutions. This team owns the mobile SDK and connector platform that enables businesses to embed Amazon Connect's contact center capabilities directly into their own…