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

About the role

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 accelerate our customers’ businesses by delivering intuitive, differentiated technology solutions that solve enduring challenges, blending 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.

You will contribute directly to Amazon Connect Engagement Experience, an AI-powered solution within Amazon Connect that helps businesses streamline customer interactions. You’ll work across the full stack to deliver features that make customer engagement simpler and more intelligent for our customers.

Our vision is a future where customer engagement is mobile-first, AI-native, and channel-agnostic. Businesses should meet 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 goal is to make Amazon Connect the default engagement layer embedded directly into the applications that millions of end-users interact with daily. We aim to let any business add rich, AI-powered customer interactions to their mobile app in minutes, not months. Our SDKs and connector platform 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 at scale.

As 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 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 experiences 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

About the team

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 mobile applications, as well as integrate with third-party messaging channels. The role requires balancing rapid innovation with reliability and compliance. You should be comfortable making decisions with incomplete information and helping your team navigate ambiguity. You’ll work closely with senior technical leaders within the team and across AWS. We’re looking for leaders who can maintain high standards while moving quickly, prioritizing both rapid experimentation and responsible AI development to deliver measurable customer impact.

Requirements

• 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/network development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and live-site operations

Preferred qualifications

• Experience communicating with users, other technical teams, and senior leadership to collect requirements, describe software product features, technical designs, and product strategy
• Experience recruiting, hiring, mentoring/coaching, and managing teams of software engineers to improve their skills and make them more effective product software engineers

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status. 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information.

The base salary range for this position is $184,900.00 – $250,200.00 USD annually. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.