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Added 57 mins ago
DevOps Manager
Raise
Calgary, AB
Contract
The Senior DevOps Engineer with Release Coordination experience to join our client’s technology team. In this critical role, you will help support and empower executive DevOps initiatives,…
Added 57 mins ago
Senior Forward Deployment Engineer
Luxoft
Mississauga, ON
Full-time
The role combines senior software engineering, DevOps, SRE, test automation, application security, and legacy modernization. Approximately 70% of the work involves hands-on coding and…
Added 57 mins ago
Cloud Security Architect
Affinity
Vancouver, BC
Contract
On behalf of our public-sector client, Affinity is seeking a Cloud Security Architect to provide senior cloud security architecture, governance and advisory expertise in support of a cloud…
Added 1 hour ago
Senior Electronics Hardware Designer
Schneider Electric
Richmond, BC
$114,750 to $162,000 CAD / year
Full-time
…storage, EV charging, and grid-interactive power conversion…
Added 1 hour ago
Utility Transmission Planning Manager
Jacobs
Calgary, AB
Full-time
…You are expected to provide team technical supervision at a senior technical level liaising between your direct reports and internal Jacobs PMs and/or external clients. The successful…
Added 1 hour ago
Utility Transmission Planning Manager
Jacobs
Ottawa, ON
Full-time
…You are expected to provide team technical supervision at a senior technical level liaising between your direct reports and internal Jacobs PMs and/or external clients. The successful…
Added 1 hour ago
Software Development Engineer , Customer Service Technologies
Amazon
Vancouver, BC
We are seeking a Software Development Engineer II to join the engineering team building the Network Control Center (NCC) - an AI-native system that will transform how Amazon detects,…
Added 1 hour ago
Sr. Site Reliability Administrator
Open Text Corporation
Mississauga, ON
As a Senior Site Reliability Engineer, you will play a key hands‑on role within a globally distributed SRE team responsible for the reliability, performance, and stability of the data…
Added 1 hour ago
Utility Transmission Planning Manager
Jacobs
Winnipeg, MB
Full-time
…You are expected to provide team technical supervision at a senior technical level liaising between your direct reports and internal Jacobs PMs and/or external clients. The successful…
Added 1 hour ago
Utility Transmission Planning Manager
Jacobs
Toronto, ON
Full-time
…You are expected to provide team technical supervision at a senior technical level liaising between your direct reports and internal Jacobs PMs and/or external clients. The successful…
Added 2 hours ago
Senior Project Manager
National Research Council Canada
Ottawa, ON
…management role. Individual projects are led by researcher and engineer Project Managers from across the NRC; the Senior Project Manager will work across those projects - helping PMs…
Added 2 hours ago
Senior Engineer, Customer Access Studies
AESO
Calgary, AB · KPMG Tower
Full-time
Reporting to the Manager, Customer Access Studies, the Senior Engineer is responsible for running interconnection engineering studies and developing engineering solutions to project…
Added 2 hours ago
Associate Director - Lead Software Developer
Royal Bank of Canada
Toronto, ON
Full-time
…expected to play a key role in building modern applications to support business…
Added 2 hours ago
Senior Cloud Engineer
Vertage Global
Ottawa, ON
Contract
We are seeking a highly skilled Cloud Engineering Senior Engineer to join a dynamic Agile team responsible for designing, developing, and supporting a next-generation Telemetry &…
Added 2 hours ago
Buildings Electrical Engineer
Primary Engineering and Construction
Burnaby, BC
Primary Engineering and Construction is looking for an experienced Buildings Electrical Engineer to help lead and grow our Buildings Electrical capabilities. We are open to candidates at…
Added 3 hours ago
Incident & Emergency Management Specialist
TC Energy
Calgary, AB
Full-time
Reporting to the Manager, Incident & Emergency Management, this position provides senior-level technical leadership and subject matter expertise in incident investigations, emergency…
Added 3 hours ago
Lead Engineer - Systems Dynamics
Beacon Holdings
Canada
Full-time
A senior generalist. Databases, Linux, networking, deployment, application code. You pick up unfamiliar stacks quickly. This role will not wait for you to become an Oracle specialist first.
Added 3 hours ago
Technical Consultant III (35732)
Myticas Consulting
Toronto, ON
Full-time
Technical Consultant III (Software Engineer, Senior/Lead)
Added 3 hours ago
Contact Center Engineer (IVR & Amazon Connect)
K&K Global Talent Solutions INC.
ON · Ontario, Canada
Full-time
We are seeking an experienced Senior Amazon Connect Contact Center Engineer with 10+ years of experience across enterprise contact center technologies and at least 5 years of hands-on…
Added 3 hours ago
Senior Observability Engineer
Apptoza Inc.
Toronto, ON
Contract
Senior Observability Engineer (KUBERNETES & CONTAINERS, GITOPS & AUTOMATION, QUERY LANGUAGES, CLOUD & INFRASTRUCTURE)
Added 3 hours ago
Senior Electrical, Instrumentation & Controls Engineer (EI&C)
Mantu Manager Program
Oakville, ON
Full-time
We are seeking a Senior Electrical, Instrumentation & Controls (EI&C) Engineer to join a multidisciplinary engineering team delivering complex industrial and water treatment projects. In…
Added 3 hours ago
Transmission Lines Engineers – Overhead and Underground
BC Hydro
Vancouver, BC
$109,700 to $138,700 CAD / year
Full-time
Build the Grid That Powers British Columbia BC Hydro is expanding its transmission network to support electrification, economic growth, renewable energy integration, and major customer…
Added 3 hours ago
Intermediate Project Engineer
Wood
Calgary, AB
Full-time
Wood is seeking an Intermediate Project Engineer to provide engineering and procurement support across a variety of projects within our Oil, Gas & New Energies Canada team. The role will…
Added 4 hours ago
Sr. Integration Architect - Automation
Infotree Global Solutions
Toronto, ON
Contract
Expert-level Senior Integration Developer with Intelligent Automation experience to design, build, and govern mission-critical enterprise automation and integration solutions on Workato and…
Added 4 hours ago
Test Automation Engineer
SE Health
Markham, ON
Contract
…improvements to the way we do our work. As a social enterprise, we support research into Senior’s Health and…

Amazon

Software Development Engineer , Customer Service Technologies

Vancouver, BC, Canada

Posting language: English
Posted: Sep 16, 2026

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Original job 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.

We are seeking a Software Development Engineer II to join 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. You will design, build, and operate the systems that replace this fragmented approach with continuous observability, autonomous response, and intelligent customer recovery - operating in real-time at massive scale.

This is a greenfield opportunity on a newly formed team with high ownership and rapid iteration. You will tackle challenging problems spanning real-time signal processing, anomaly detection, autonomous incident response, and closed-loop recovery systems. You will work closely with applied scientists, product managers, and senior engineers to turn ambiguous customer problems into technical designs and ship them to production. The ideal candidate thrives in ambiguity, cares deeply about code quality and operational excellence, and is energized by building systems from scratch that directly impact the experience of millions of customers.

Key job responsibilities
- Design, build, and operate core platform capabilities for NCC, including real-time observability, incident detection, autonomous response, and customer recovery systems
- Own the end-to-end delivery of features and subsystems - from technical design through implementation, testing, deployment, and production operation
- Collaborate with applied science teams to integrate ML models for anomaly detection, predictive alerting, and closed-loop learning workflows into production systems
- Solve hard distributed systems problems - real-time event processing at scale, low-latency decision making, and fault-tolerant service design
- Operate what you build - participate in on-call rotations, build operational dashboards and runbooks, and drive continuous improvement of system reliability
- Contribute to technical design discussions, code reviews, and engineering best practices that raise the bar across the team
- Mentor junior engineers on system design, code quality, and operational best practices

About the team
Network Solutions 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 within Network Solutions 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. Basic Qualifications: - 3+ years of non-internship professional software development experience
- 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- Experience programming with at least one software programming language Preferred Qualifications: - 3+ 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
- Experience working with high-availability, distributed systems and services
- Experience selling AI/ML solutions
- Experience with AWS services
- Experience designing and building real-time, event-driven, or streaming systems
- Strong operational mindset with experience in monitoring, observability, and incident management

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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. As a total compensation company, Amazon's package may include other elements such as sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon offers comprehensive benefits including health insurance (medical, dental, vision, prescription, basic life & AD&D insurance), Registered Retirement Savings Plan (RRSP), Deferred Profit Sharing Plan (DPSP), paid time off, and other resources to improve health and well-being. We thank all applicants for their interest, however only those interviewed will be advised as to hiring status.

CAN, BC, Vancouver - 114,800.00 - 191,800.00 CAD annually

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More about this job

Responsibilities

Design, build, and operate the Network Control Center to provide real-time observability and autonomous incident response for Amazon's global customer service network. Collaborate with applied scientists and engineers to integrate machine learning models and ensure high system reliability and performance.

Requirements

Requires at least 3 years of professional software development experience and 2 years of system design or architecture experience. Candidates should have a strong background in distributed systems, operational excellence, and the ability to work with high-scale, real-time data.

Skills

Software development
System design
Distributed systems
Observability
Incident management
Real-time event processing
Anomaly detection
Autonomous response
Cloud computing
AWS
Machine learning
Operational excellence
Fault-tolerant design
Technical leadership
Mentoring

Benefits

Health insurance
Medical
Dental
Vision
Prescription
Basic life & AD&D insurance
Deferred profit sharing plan
Paid time off

Visa sponsorship

Not detected in the job text

Keywords

Software Development Engineer
Customer Service
Network Control Center
AI-native
Observability
Incident Management
Distributed Systems
AWS
Machine Learning
Anomaly Detection
Real-time Processing
Fault-tolerant
System Design
Operational Excellence
Scalability
Predictive Alerting
Closed-loop Recovery
Coding Standards
Code Reviews
Source Control Management
Build Processes
Testing
Operations
Cloud Infrastructure
Event-driven Architecture
Streaming Systems
Technical Design
Mentorship
Automation

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