Jobs in Canada

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Added 9 mins ago
Production Scheduler
Pratt & Whitney
Halifax, NS
Full-time
Pratt & Whitney Canada (P&WC) is a global leader in aerospace innovation, proudly headquartered in Longueuil, Quebec, since 1928. We design and manufacture next-generation aircraft engines…
Added 9 mins ago
Hardware Engineer - Aerospace
Data Device Corporation
Burlington, ON
Full-time
For more than 60 years, Data Device Corporation (DDC) has been recognized as a world leader in the design and manufacture of high-reliability Connectivity, Power, and Control solutions for…
Added 11 mins ago
Supervisor
JD Sports Canada
AB · Edmonton, AB
Full-time
…Canada. Main responsibilities include delivering excellent customer experience and fostering growth and development to the team. Most importantly you will ensure operational excellence by…
Added 11 mins ago
Allstate Sales Agent Trainee
Allstate Canada
Toronto, ON
Full-time
…belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity…
Added 11 mins ago
Data Scientist
Allstate Canada
Toronto, ON
Full-time
…belts, air bags and graduated driving laws, to being an industry leader in pricing sophistication, telematics, and, more recently, device and identity…
Added 11 mins ago
Director, Nuclear Quality
FlatironDragados
Toronto, ON · Greater Toronto Area, Canada
Full-time
Are you an experienced Quality leader passionate about developing, implementing, certifying and excecuting nuclear quality programs? As Director, Nuclear Quality, you will play a pivotal…
Added 11 mins ago
Senior Project Manager, PLM & MES Transformation
MDA Space
Brampton, ON
Full-time
…world firsts and more than 450 missions, MDA Space is a global leader in communications satellites, Earth and space observation, and space exploration and infrastructure. The MDA Space team…
Added 11 mins ago
Chief Financial Officer (CFO) Strategic Business Executive
Grey Eagle Resort & Casino
Calgary, AB
Full-time
The Chief Financial Officer (CFO) is a key executive leader responsible for the financial stewardship, strategic planning, governance support, and long-term sustainability of Grey Eagle…
Added 11 mins ago
Senior Finance Manager, Accounting and External Reporting (can be Full Time OR 2 Year contract)
MDA Space
Brampton, ON
Full-time
…world firsts and more than 450 missions, MDA Space is a global leader in communications satellites, Earth and space observation, and space exploration and infrastructure. The MDA Space team…
Added 12 mins ago
Supervisor
JD Sports / Livestock / Size?
Coquitlam, BC
…Canada. Main responsibilities include delivering excellent customer experience and fostering growth and development to the team. Most importantly you will ensure operational excellence by…
Added 12 mins ago
Supervisor
JD Sports / Livestock / Size?
Vancouver, BC
…Canada. Main responsibilities include delivering excellent customer experience and fostering growth and development to the team. Most importantly you will ensure operational excellence by…
Added 12 mins ago
Supervisor
JD Sports / Livestock / Size?
Abbotsford, BC
…Canada. Main responsibilities include delivering excellent customer experience and fostering growth and development to the team. Most importantly you will ensure operational excellence by…
Added 12 mins ago
Supervisor
JD Sports / Livestock / Size?
Burnaby, BC
…Canada. Main responsibilities include delivering excellent customer experience and fostering growth and development to the team. Most importantly you will ensure operational excellence by…
Added 27 mins ago
Venture Associate
R-LABS Canada LP
Toronto, ON
Full-time
A commercial mindset: You evaluate opportunities through both a customer and business lens, with experience in market and competitive research, validating customer problems, and developing…
Added 27 mins ago
Senior Full-Stack Developer [Security & Risk Products]
ScalePad
Vancouver, BC
Full-time
…providers into strategic advisors through a consistent, scalable Customer Success…
Added 27 mins ago
Temporary Sales Associate - Part-Time
PVH Corp.
Delta, BC
Part-time
Customer Experience Leader: Energize every customer interaction with a genuine welcome. Spark conversation that inspires sales and builds brand connection.
Added 27 mins ago
Sales Associate
EssilorLuxottica Group
Port Coquitlam, BC · Coquitlam, BC
Passion for Customer Service: Experience in retail or customer service is a plus, but your enthusiasm for helping others and creating great experiences is key.
Added 27 mins ago
Sales Associate
EssilorLuxottica Group
London, ON
Passion for Customer Service: Experience in retail or customer service is a plus, but your enthusiasm for helping others and creating great experiences is key.
Added 27 mins ago
Sales Associate
EssilorLuxottica Group
Montreal, QC
The Sales Associate sets the standard of quality in eye care and eyewear by ensuring every patient and customer has the best experience in every LensCrafters every time. The role of Sales…
Added 27 mins ago
Operations Manager
Westerra Equipment
AB
Full-time
We are looking for an entrepreneurial, operations-focused leader to transform our newly expanded Edmonton branch into a proactive market leader. If you are a strategic growth-driver who…
Added 27 mins ago
Senior Account Manager
Weir
Fort McMurray, AB · Calgary, AB
Full-time
…provide technical and aftermarket support. This ensures seamless customer experience and maximizes sales…
Added 27 mins ago
Applications Engineer
Startec
Calgary, AB
Full-time
Startec Compression & Process is a rapidly growing innovative leader in the engineering, design, and fabrication of complex gas processing and refrigeration packaged solutions. With…
Added 27 mins ago
Senior Customer Associate - Calgary Financial Centre, AB (37.5 hours/week) Contract, March 2028
Scotiabank
AB · Calgary, AB
Our Senior Customer Experience Associates are the face, character and heart of our branches. Scotiabank is a place where we put our customers first, and our priority is to help them achieve…
Added 27 mins ago
Marketing Coordinator
Voyageur Aviation
North Bay, ON
Full-time
Compensation starts at $32.75 and will be commensurate with qualifications and experience.
Added 27 mins ago
Client & Product Transformation - Senior Vice President - Investor Relations or AML/KYC
The Citco Group Limited
Halifax, NS
Full-time
The market leader. The premier provider. The best in the business. At Citco, we’ve been the front-runner in our field since our incorporation in 1948 led to the evolution of the asset…

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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