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Added 1 month ago
RB
Sr Android Engineer
Royal Bank of Canada
Toronto, ON
- Full-time
…and prioritize project requirements and deliver high-quality solutions that meet our business needs. In addition, you will also be responsible for the ongoing maintenance of the…
Added 1 month ago
T
Sr. Full Stack Engineer, TD Securities
TD
Toronto, ON
- Full-time
…global markets, and delivering integrated transaction banking…
Added 1 month ago
R
Sr Android Engineer
RBC
Toronto, ON
- Full-time
…and prioritize project requirements and deliver high-quality solutions that meet our business needs. In addition, you will also be responsible for the ongoing maintenance of the…
Added 1 month ago
T
Sr. Full Stack Developer, TD Securities
TD
Toronto, ON
- Full-time
We are looking for a Senior Engineer to join the Equity Derivatives Technology Team and embrace a broad range of tasks associated with developing application and systems solutions to…
Added 1 month ago
Sr Director, Engineering & Fac. & Validation
Emergent Biosolutions
Winnipeg, MB
Emergent is a leading public health company that delivers protective and life-saving solutions to
Added 1 month ago
IS
AWS Cloud DevOps Engineer
Iris Software Inc.
Toronto, ON
- Full-time
Iris Software, a multinational investment banking and financial services corporation, is hiring an AWS Cloud DevOps Engineer. Our client is a world-leading financial services company that…
Added 1 month ago
C
Sr. Consultant, Enterprise Data Analytics (Fixed Term - 20 Months)
CIBC
Toronto, ON
- Full-time
As a Senior Consultant, Analytics Engineer you will be a key member of the Enterprise Data Engineering team. You need to be proficient in Databricks, Delta Lake for data management, SQL and…
Added 1 month ago
LE
Sr. Manager, Civil Engineering
LRL Engineering
Ottawa, ON
- Full-time
For more than 40 years, LRL Engineering has built a reputation for delivering innovative engineering solutions and exceptional client service. As we continue to grow as part of the Englobe…
Added 1 month ago
A
Senior Data Engineer, Temporary
Aviso
Toronto, ON
- Temporary
…insights that will shape the future of our organization. As a Data Engineer, you will help in advancing our data maturity, ensuring that our data infrastructure is robust, scalable, and…
Added 1 month ago
SI
ATE Test Engineer, Sr Staff Engineer - 18756
Synopsys Inc
Ottawa, ON · Nepean, ON
- Full-time
Synopsys is the leader in engineering solutions from silicon to systems, enabling customers to rapidly innovate AI-powered products. We deliver industry-leading silicon design, IP,…
Added 1 month ago
S
Senior NPI Product Engineer
Semtech
Burlington, ON · CAN - Burlington, ON
- Full-time
As demand for high-performance optical and analog/mixed-signal IC solutions continues to grow, we are strengthening our NPI capability to ensure we consistently deliver best-in-class…
Added 1 month ago
I
Data Engineer Sr
Insight
Toronto, ON
- Full-time
We are seeking a Senior Data Engineer to design, build, and optimize modern data platforms that enable analytics, reporting, operational intelligence, and AI-driven solutions.
Added 1 month ago
'
Product Engineer, DT Commercial
''
Toronto, ON
- Full-time
The Product Engineer, R&D and Innovation leads the technical delivery of digital products and data-enabled solutions supporting scientific and product-development work.
Added 1 month ago
II
Engineering Specialist
Ingredion Incorporated
Cardinal, ON
- Full-time
As a Sr. Project Engineer, you will be responsible for the management and execution of capital and technical improvement projects at the Cedar Rapids facility. This role leads projects…
Added 1 month ago
TC
Senior Technical Support Specialist
Tremco CPG Inc.
Toronto, ON
- Full-time
Tremco Construction Products Group (CPG), part of RPM International Inc., unites industry-leading building envelope solutions manufacturers, service providers and trusted brands - including…
Added 1 month ago
TC
Sr. Software Engineer (Python & AWS)
Tata Consultancy Services
Toronto, ON
- $90,000 to $110,000 CAD / year
- Full-time
We are looking for an experienced Full-Stack Software Engineer with software development experience. The role will focus on driving innovation, implementing cloud capabilities, and building…
Added 1 month ago
Sr. Site Reliability Administrator
Open Text Corporation
Mississauga, ON
The role Cloud Application Engineer/Site Reliability Engineer is to build solutions to enhance availability, performance, and stability of OpenText services as well as automating away…
Added 1 month ago
S
Sr. Tendering Engineer
Sulzer
Burnaby, BC
- Full-time
…our global team to grow your expertise and develop innovative solutions that enable a prosperous and more sustainable…
Added 1 month ago
M
Sr SAP SuccessFactors Engineer
MethodHub
Toronto, ON
- Contract
…skills, and the ability to design scalable HR transformation…
Added 1 month ago
Sr. Software Development Engineer , Customer Service Technologies
Amazon
Vancouver, BC
Within CS, Network Solutions is responsible for designing, planning, and operating the world's largest customer service network - building intelligent, adaptive systems that anticipate…
Added 1 month ago
Hardware Engineering - Sr. Mechanical Engineer - P4 - SY275 - R
OSI Maritime Systems
Burnaby, BC
The Senior Mechanical Engineer is part of the engineering team that develops marine navigation and bridge systems for OSI’s government and naval markets that offer market leading…
Added 1 month ago
M
Sr. Data Platform Engineer
McKesson
Mississauga, ON
- Full-time
…contributes to the development of robust, production-ready solutions that support strategic and operational…
Added 1 month ago
Sr. Power Platform Developer
Softchoice
NL · Toronto, ON · Oakville, ON · Vancouver, BC · NB · NS · AB · BC · Nova Scotia, Nova · British Columbia, Brit
…adoption of Microsoft Power Platform at an enterprise level. The Engineer, Low-Code guides clients on employing Power Platform tools - Copilot Studio, Power Apps, Power Automate, Power BI,…
Added 1 month ago
B
Senior Android Engineer
Bankjoy
Remote, Canada
- Full-time
- Remote
We're looking for a talented Sr. Android Engineer for our mobile team to join Bankjoy! You will be responsible for developing native Android code solutions to build digital banking products…
Added 1 month ago
C
Sr. Staff Software Engineer, Inference Platform
Cerebras
Toronto, ON
- Full-time
We're hiring a Staff Engineer to help lead, drive, and contribute to projects on our Inference Platform team. Our team primarily owns the orchestration layer that runs inference on our…

Amazon

Sr. Software Development Engineer , Customer Service Technologies

Vancouver, BC, Canada

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Job details

Posting language: English
Posted: Sep 15, 2026

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 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.

The ideal candidate is a strong technical leader who thrives in ambiguity, can translate a bold vision into a concrete system architecture, and is passionate about building high-performing teams. You will partner closely with science, product, and operations leaders to deliver AI-powered capabilities that detect risks before customers feel them, respond in sub-60 seconds, and execute tailored recovery actions that turn service failures into loyalty-building moments. This is an exciting opportunity to build transformative technology that directly impacts the experience of millions of customers.

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

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: - 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

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 - 150,700.00 - 251,700.00 CAD annually

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More about this job

Responsibilities

Lead the design and architecture of an AI-native observability and incident management system for Amazon's global Customer Service network. Build and mentor a high-performing engineering team while partnering with science and operations teams to deliver autonomous incident response capabilities.

Requirements

Requires at least 5 years of professional software development experience, including programming and system architecture design. Candidates must demonstrate experience in leading engineering teams and managing the full software development life cycle.

Skills

Software development
System architecture
Observability
Incident management
Machine learning
Anomaly detection
Predictive alerting
Real-time systems
Technical leadership
Cloud computing
Scalability
Reliability engineering
Mentoring
Software design patterns
Operational excellence

Benefits

Health insurance
Medical insurance
Dental insurance
Vision insurance
Prescription insurance
Basic life insurance
AD&D insurance
Deferred Profit Sharing Plan
Paid time off

Visa sponsorship

Not detected in the job text

Keywords

Software Development Engineer
Customer Service
AI-native
Network Control Center
Observability
Incident Management
Machine Learning
System Architecture
Scalability
Reliability
Anomaly Detection
Predictive Alerting
Real-time Systems
Operational Excellence
Technical Roadmap
Cloud Infrastructure
Software Engineering
Mentorship
Data Science
Automation

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