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Added 9 mins ago
Financial Security Advisor, Insurance- EN
RBC Insurance
Drummondville, QC
Full-time
…and new RBC client acquisitions. Your drive to understand the full-suite of RBC Insurance Life, Whole Life, Living Benefits, & Wealth products enables you to provide valuable solutions to…
Added 9 mins ago
Financial Security Advisor, Insurance- EN
RBC Insurance
Saint-Constant, QC · St Constant, QC
Full-time
…and new RBC client acquisitions. Your drive to understand the full-suite of RBC Insurance Life, Whole Life, Living Benefits, & Wealth products enables you to provide valuable solutions to…
Added 9 mins ago
Financial Security Advisor, Insurance- EN
RBC Insurance
Mascouche, QC
Full-time
…and new RBC client acquisitions. Your drive to understand the full-suite of RBC Insurance Life, Whole Life, Living Benefits, & Wealth products enables you to provide valuable solutions to…
Added 9 mins ago
Financial Security Advisor, Insurance- EN
RBC Insurance
Saint-Jérôme, QC · St-Jérôme, QC
Full-time
…and new RBC client acquisitions. Your drive to understand the full-suite of RBC Insurance Life, Whole Life, Living Benefits, & Wealth products enables you to provide valuable solutions to…
Added 9 mins ago
Financial Security Advisor, Insurance- EN
RBC Insurance
Pointe-Claire, QC
Full-time
…and new RBC client acquisitions. Your drive to understand the full-suite of RBC Insurance Life, Whole Life, Living Benefits, & Wealth products enables you to provide valuable solutions to…
Added 9 mins ago
Financial Security Advisor, Insurance- EN
RBC Insurance
Boucherville, QC
Full-time
…and new RBC client acquisitions. Your drive to understand the full-suite of RBC Insurance Life, Whole Life, Living Benefits, & Wealth products enables you to provide valuable solutions to…
Added 9 mins ago
Financial Security Advisor, Insurance- EN
RBC Insurance
Valleyfield, PE
Full-time
…and new RBC client acquisitions. Your drive to understand the full-suite of RBC Insurance Life, Whole Life, Living Benefits, & Wealth products enables you to provide valuable solutions to…
Added 9 mins ago
Financial Security Advisor, Insurance- EN
RBC Insurance
Blainville, QC
Full-time
…and new RBC client acquisitions. Your drive to understand the full-suite of RBC Insurance Life, Whole Life, Living Benefits, & Wealth products enables you to provide valuable solutions to…
Added 9 mins ago
Financial Security Advisor, Insurance- EN
RBC Insurance
Longueuil, QC
Full-time
…and new RBC client acquisitions. Your drive to understand the full-suite of RBC Insurance Life, Whole Life, Living Benefits, & Wealth products enables you to provide valuable solutions to…
Added 9 mins ago
Financial Security Advisor, Insurance- EN
RBC Insurance
Laval, QC
Full-time
…and new RBC client acquisitions. Your drive to understand the full-suite of RBC Insurance Life, Whole Life, Living Benefits, & Wealth products enables you to provide valuable solutions to…
Added 9 mins ago
Financial Security Advisor, Insurance- EN
RBC Insurance
Brossard, QC
Full-time
…and new RBC client acquisitions. Your drive to understand the full-suite of RBC Insurance Life, Whole Life, Living Benefits, & Wealth products enables you to provide valuable solutions to…
Added 9 mins ago
Financial Security Advisor, Insurance- EN
RBC Insurance
Westmount, QC
Full-time
…and new RBC client acquisitions. Your drive to understand the full-suite of RBC Insurance Life, Whole Life, Living Benefits, & Wealth products enables you to provide valuable solutions to…
Added 9 mins ago
Financial Security Advisor, Insurance- EN
RBC Insurance
Montreal, QC
Full-time
…and new RBC client acquisitions. Your drive to understand the full-suite of RBC Insurance Life, Whole Life, Living Benefits, & Wealth products enables you to provide valuable solutions to…
Added 9 mins ago
Package Handler Trainer
FedEx Canada
Cambridge, ON
Part-time
Additional Details: Part-time position, Shift: Friday-Tuesday. 4:00 am-10:30 weekdays and 6:00am-10:00am Saturday and Sunday. With Wednesday and Thursday off, Need Full G license, Position…
Added 10 mins ago
Detail Attendant - Hyundai Surrey
The Jim Pattison Auto Group
Surrey, BC
Schedule: This is a Full-time, permanent role of 40 hours per week.
Added 10 mins ago
Car Detailer - Toyota on Regent
The Jim Pattison Auto Group
Winnipeg, MB
Schedule: This is a full-time, permanent role of 40 hours per week.
Added 25 mins ago
Field Superintendent
Savanna
Leduc, AB
Full-time
This position is Full-Time, Permanent and based out of our Leduc, AB office.
Added 25 mins ago
Red Seal Heavy Duty Mechanic
Sandvik
Winnipeg, MB · Saskatoon, SK · Leduc, AB · Calgary, AB
Full-time
A comprehensive compensation package including a pension plan with matching, competitive health, dental, life and disability benefits
Added 25 mins ago
Rock Tools Technician
Sandvik
Red Lake, ON
Full-time
Complete accurate time records, technical reports and failure reports.
Added 25 mins ago
Corporate Manager - Lease & Rental Canada Sales Division
INLAND KENWORTH US INC
Edmonton, AB
Full-time
Travel up to 45% of the time to Inland dealership locations and customer visits and corporate business meetings. Must have valid passport and driver's license
Added 25 mins ago
Repair Planner - ACX AutoLux
AutoCanada Inc.
Montreal, QC
Full-time
Added 40 mins ago
Automotive Technician - Sherwood Park Volkswagen
AutoCanada Inc.
Sherwood Park, AB
Up to $37 CAD / hour
Full-time
Must possess a valid driver's license and a safe driving history
Added 40 mins ago
Sales Associate - Wellington Motors Ltd.
AutoCanada Inc.
Guelph, ON
$60,000 to $100,000 CAD / year
Full-time
Paid holiday and flex time for full time AutoCanada employees
Added 40 mins ago
Service Coordinator - Moncton Chrysler Dodge Jeep Ram
AutoCanada Inc.
Moncton, NB
$19 to $20 CAD / hour
Full-time
A valid driver's license and a safe driving history
Added 40 mins ago
Heavy Equipment Operator 2
Foran Mining Corporation
SK
Up to $35.7 CAD / hour
Full-time
…Operator 2 to join our growing McIlvenna Bay team. This is a full-time position based at the McIlvenna Bay site working a 14/14 rotation. This position is open to candidates who reside…

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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