Software Dev Engineer III, Network Solutions

Description

Customer experience is at the heart of all we do at Amazon, as we strive to be Earth's most customer-centric company. Amazon Customer Service (CS) is at the forefront of customer experience, working relentlessly to provide customers a convenient, high quality, and delightful experience across all of our CS channels in every interaction. Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network - building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. We are transforming CS from a manually operated, reactive model into an AI-native ecosystem that makes CS a growth driver and competitive advantage for Amazon.

About the role

We are seeking a Sr. Software Development Engineer to lead the engineering team building the Network Control Center (NCC) - an AI-native system that will transform how Amazon detects, responds to, and recovers from incidents across our global Customer Service network. Today, our incident management relies on disconnected tools, multiple manual steps, and reactive detection that takes several minutes. This leader will design and build the technical systems that replace this fragmented approach with continuous observability, autonomous response, and intelligent customer recovery — all operating in real-time at massive scale.

Key job responsibilities

• Lead the design, architecture, and delivery of an AI-native observability and incident management service serving Amazon's global Customer Service network
• Build and develop a high-performing engineering team by assisting in hiring and mentoring software development engineers
• Architect real-time signal detection and observability systems that continuously monitor network health, identifying risks and anomalies before customer impact
• Deliver autonomous incident response and recovery capabilities that replace manual, fragmented processes with intelligent, real-time intervention
• Partner with Applied Science teams to develop and integrate ML models for anomaly detection, predictive alerting, and closed-loop learning workflows
• Drive technical roadmap execution from proof-of-concept through production, balancing speed of delivery with long-term architectural quality
• Collaborate cross-functionally across Network Solutions and partner teams to integrate platform capabilities into the broader CS ecosystem
• Establish operational excellence practices for production services, including on-call, incident response, and continuous improvement mechanisms

Team overview

The Network Solutions team is on a mission to transform Amazon Customer Service from a cost center into a growth driver by building intelligent, adaptive systems that anticipate demand, match customers to optimal experiences, and continuously improve service quality. The Network Control Center is a new initiative focused on ensuring network health and reliability through continuous observability, situational awareness, and proactive intervention — leveraging AI to monitor, interpret, and act on risks to customer journeys across all channels.

Qualifications

• 5+ years of non-internship professional software development experience
• 5+ years of programming with at least one software programming language experience
• 5+ years of leading design or architecture (design patterns, reliability and scaling) of new and existing systems experience
• Experience as a mentor, tech lead or leading an engineering team

Preferred qualifications

• 5+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
• Bachelor's degree in computer science or equivalent

Company

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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 here for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.