Software Engineering Manager - Tooling and Optimisations

The Software Engineering Manager provides technical leadership, engineering governance and delivery oversight for the Amazon Connect squads. The role ensures platform features, integrations and non-functional capabilities are engineered to a high standard, supporting accurate forecasting, workforce planning, and safe, efficient customer service delivery.

This role uses automation, data and AI-enabled tooling to reduce manual effort, improve engineering quality, shorten cycle times and increase reliability, while maintaining full human accountability for technical judgement, decisions and outcomes.

If you want to solve complex, high-impact problems using modern engineering practices and help build reusable platforms that shape how the company operates over the next decade, this is the place to do it.

• Lead technical direction across Amazon Connect squads
• Set engineering standards, architectural patterns and technical direction, ensuring the platform is scalable, resilient and aligned to the company’s technology strategy.
• Own the end-to-end software development lifecycle across multiple squads
• Ensure teams apply robust engineering practices from discovery and design through to build, testing, deployment and live operations, consistently meeting business and non-functional requirements.
• Guide complex design decisions and technical solutions
• Lead technical reviews, challenge design options and ensure solutions follow best practice, reduce duplication, and support maintainable, secure and high-performing systems.
• Improve delivery capability through platform reliability and Dev Ops maturity
• Continuously strengthen deployment pipelines, observability, alerting, incident response, recovery procedures and operational readiness across Field Ops engineering teams.
• Manage stakeholders and maintain clear communication
• Build trusted relationships across product, operations, delivery and business teams to coordinate plans, manage risk, align priorities and set clear expectations.
• Drive engineering excellence and strengthen team capability
• Track, analyse and improve engineering excellence metrics; coach engineers and promote a culture of learning, continuous improvement and high-quality engineering.
• Support data-driven and API-centric integration design
• Ensure APIs, integrations and data flows follow consistent patterns, with strong data quality, security, scalability and operational resilience.

• Acts as a technical leader and role model for modern engineering practices.
• Coaches engineers across squads, building a strong engineering culture and encouraging continuous learning.
• Supports capability uplift through coaching, technical reviews, knowledge sharing and guild or community leadership.
• Champions secure, reliable and scalable engineering practices across the Field Ops domain.
• Drives alignment and informed decision‐making across technology and product teams.

• Proven experience shaping and delivering technology strategy within a complex engineering environment.
• Strong hands‑on experience in at least one core programming language, with a language‑agnostic approach to hiring.
• Expertise in API management, integration patterns, event‑driven architecture and microservices.
• Detailed knowledge of AWS platforms, tools and design approaches.
• Knowledge of Amazon Connect and contact centre engineering would be advantageous.
• Strong understanding of data management, data modelling and data quality controls.
• Ability to produce both high‑level and detailed design specifications.
• Experience leading Dev Ops practices, including CI/CD, observability, monitoring and incident management.
• Demonstrated capability leading multi‑squad engineering delivery in a product‑led organisation.

• Comfortable working in iterative, outcome‑focused agile environments.
• Open to new tools, automation and AI‑assisted engineering approaches.
• Highly collaborative across product, engineering, design and operations.
• Strong problem solver with a focus on simplification and continuous improvement.