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Added 48 mins ago
Hardware Engineering - Mechanical Engineer - P2
OSI Maritime Systems
Burnaby, BC
Full-time
At OSI Maritime Systems, we pride ourselves on delivering world-class navigation and bridge systems. With decades of experience serving military customers, we remain at the forefront of…
Added 1 hour ago
Data Analyst – Power BI Microsoft Fabric (35903)
Myticas Consulting
Ottawa, ON
Full-time
…Analyst with strong Power BI, SQL and Microsoft data technologies experience who enjoys turning data into meaningful dashboards, reporting and business…
Added 1 hour ago
Maintenance Control Supervisor
Flair Airlines Ltd.
Toronto, ON
Full-time
Provide maintenance event information to the Customer Experience team in support of Air Passenger Protection Regulations (APPR) inquiries.
Added 1 hour ago
Principal Piping Engineer
Worley
Edmonton, AB · Calgary, AB
Full-time
As a Lead Piping Engineer at Worley, you will provide senior-level technical leadership and project delivery expertise within our Canada West Engineering team. This role is responsible for…
Added 1 hour ago
Quality Assurance Automation Engineer
Insight Global
Mississauga, ON
$85,000 to $95,000 CAD / year
Full-time
Proven experience testing file-based systems (not only UI or API-only environments)
Added 1 hour ago
Software Engineer III
LodgeLink
Calgary, AB
Full-time
LodgeLink is hiring a Software Engineer III in Calgary to join our team and help create the future of workforce travel. We are seeking a talented engineer with a passion for building…
Added 1 hour ago
Linux Desktop Engineer
Celestica International LP
Toronto, ON
$89,355 to $124,779 CAD / year
The Linux Desktop Engineer will own the design, deployment, configuration, and structural maintenance of Celestica's high-performance Linux computing platform. This role directly supports…
Added 2 hours ago
Associate Engineer (Front End)
Xero
Remote, Canada
Full-time · Remote
As an Associate Engineer, you will help supercharge small businesses by writing clean, reliable code and delivering well-defined features that directly support our product outcomes. Working…
Added 2 hours ago
Associate Engineer (Back End)
Xero
Remote, Canada
Full-time · Remote
…technology and building a stronger economy. As an Associate Desktop Engineer, you will make a real impact by writing clean, reliable code to deliver well-defined features and system…
Added 2 hours ago
UX Designer
First National Financial LP
Toronto, ON · East York, ON
Full-time
Partner with the Product Manager and the Business SME to translate user needs and policy requirements into experience principles and acceptance criteria, and with AI, data, and full stack…
Added 3 hours ago
Product Engineer, Blockchain (NYC)
TempoAtlas
NB · Chiasson Office, NB
Full-time
Tempo is a layer-1 blockchain purpose-built for stablecoins and real-world payments, born from Stripe’s experience in global payments and Paradigm’s expertise in crypto tech.
Added 3 hours ago
Application Developer- Java, python
Smart IT Frame LLC
Toronto, ON
Contract
Job Title: Application Developer Software Engineer
Added 3 hours ago
Software Development Engineer, Senior Leader Experiences - Workforce Planning
Amazon
Vancouver, BC
…code quality and best practices. You are passionate about the customer experience, take pride in building high quality software, and have a demonstrable track record of successfully…
Added 3 hours ago
Software Developer
Cisco
Montreal, QC
Full-time
As part of the Team, you would define, develop, validate and automate the features that help the customer to manage their networks. The team member is entrusted to understand the…
Added 3 hours ago
Cybersecurity Engineer
TMC Canada
Montreal, QC
Full-time
We’re seeking someone to join our Crypto team as Cybersecurity Engineer in Technology to implement and manage cryptographic infrastructure that secures the Firm’s most sensitive data and…
Added 3 hours ago
Administrative Assistant
AtkinsRéalis
Trail, BC
Part-time
Proven experience in office coordination or office management within a professional environment.
Added 3 hours ago
Project Engineering Coordinator
AtkinsRéalis
Mississauga, ON
Full-time
Coordinate with engineering, procurement, quality, construction, commissioning, subcontractors, suppliers, and the customer to ensure technical and commercial actions are resolved in a…
Added 4 hours ago
Software Development Engineer, North America Stores Expansion
Amazon
Vancouver, BC
…and marketplace. Making this happen is the mission of every engineer on the Amazon North American Stores Expansion (NASX) team. We are looking for exceptional SDEs to help build vendor…
Added 4 hours ago
Senior or Staff Software Engineer, Data Platform (Canada)
TRM Labs
Canada
Full-time
…infrastructure for TRM's products and services. As a Software Engineer on the Data Platform team, you will be responsible for executing mission-critical systems and data services that…
Added 4 hours ago
Electrical System Engineer
Stellar Recruitment Inc.
North Vancouver, BC
$40 to $47 CAD / hour
Contract
…calculations, and technical documentation to meet contractual and customer…
Added 4 hours ago
Data Engineer
Curis Solutions
Engineer, BC
Full-time
We are seeking a skilled and motivated Data Engineer with a strong focus on designing, implementing, and optimizing ETL pipelines. The ideal candidate will bring extensive experience in…
Added 4 hours ago
Remote Backend Java Engineer
IntelliPro Group Inc.
Remote, Canada
Contract · Remote
We are looking for a Senior Software Engineer to quickly hit the ground running and have impact on our core products. As part of our remarkably high performing, collaborative team of…
Added 4 hours ago
Electrical Engineer
Rightway Recruitment
Victoria, BC
$65,000 to $130,000 CAD / year
Full-time
…client in Victoria, BC that is looking to add an Electrical Engineer to its growing team. This opportunity is open to candidates at the EIT/Junior, Intermediate, and Senior levels, with…
Added 4 hours ago
Account Executive - Greenfield
Weights & Biases
Toronto, ON
Full-time
3+ years selling developer tools, technical infrastructure, or AI/ML software - you can hold a meaningful conversation with an ML engineer, infrastructure architect, or CTO
Added 4 hours ago
Quality Engineer II (Mainframe)
TD
Toronto, ON
Full-time
…and skill development are defining features of the colleague experience at TD. Our compensation policies and practices have been designed to allow colleagues to progress through the salary…

Amazon

Sr. Software Development Engineer , Customer Service Technologies

Vancouver, BC, Canada

Posting language: English
Posted: Sep 15, 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 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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