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Added 2 mins ago
Pre-Construction Project Manager
ATCO Structures
Grimsby, ON
Full-time
Are you a dynamic leader with a passion for planning complex projects and housing developments? ATCO is seeking a Preconstruction Project Manager to join our Permanent Modular Construction…
Added 2 mins ago
Aircraft Coordinator (CONTRACT)
Bombardier
Dorval, QC
Contract
Support production leaders in the day-to-day operations and during Daily Morning Meeting;
Added 2 mins ago
Aircraft Coordinator (CONTRACT)
Bombardier
Dorval, QC
Contract
Support production leaders in the day-to-day operations and during Daily Morning Meeting;
Added 2 mins ago
Aircraft Coordinator (CONTRACT)
Bombardier
Dorval, QC
Contract
Support production leaders in the day-to-day operations and during Daily Morning Meeting;
Added 2 mins ago
Intermediate Customer Onboarding Specialist
CapitalG
Toronto, ON
Full-time
Clio is the global leader in legal AI technology, empowering legal professionals and law firms of every size to work smarter, faster, and more securely.
Added 2 mins ago
Reatil Assistant Manager
POP MART
Halton Hills, ON
$23.2 to $28.2 CAD / hour
Full-time
As a leader, you'll coach and develop team members, inspire a customer-first culture, and help create memorable experiences for collectors and first-time visitors alike. You'll also oversee…
Added 2 mins ago
Program Director – Wireline Network Transformation & Delivery
Tata Consultancy Services
Toronto, ON · Greater Toronto Area, Canada
Full-time
Executive leader accountable for the end-to-end delivery, governance, business performance, and transformation of a large-scale Wireline Network program. Responsible for driving strategic…
Added 17 mins ago
Shipping and Freight Associate
Fresh Prep Foods Inc
Vancouver, BC
Up to $22 CAD / hour
Part-time
Join Fresh Prep - a dynamic leader revolutionizing how Canadians experience food through sustainable meal kit delivery. As one of Canada's fastest-growing companies and a certified B…
Added 17 mins ago
In-Flight Director - Bilingual
Flair Airlines Ltd.
Montreal, QC
Full-time
Joignez-vous à l’équipe des Opérations en vol de Flair à titre de directeur ou directrice de vol (IFD), la personne désignée pour diriger l’équipage de cabine et assurer la sécurité, la…
Added 17 mins ago
Program Leader, Back on Track
YBC
Abbotsford, BC
Up to $58,633.64 CAD / year
Full-time
…they can take back to their school community. As the Program Leader, you'll lead the day-to-day delivery of Back on Track in Abbotsford while working directly with youth, families, schools…
Added 33 mins ago
Manager: Environmental, Health & Safety - Whistler Blackcomb
Whistler Blackcomb
Whistler, BC
Full-time
Be an unbiased leader and voice operations teams so they understand the risks and opportunities to drive, improve, and maintain superior EHS performance.
Added 33 mins ago
Shipping and Freight Associate
Fresh Prep 🇨🇦
Vancouver, BC
$22 CAD / hour
Part-time
Join Fresh Prep - a dynamic leader revolutionizing how Canadians experience food through sustainable meal kit delivery. As one of Canada's fastest-growing companies and a certified B…
Added 33 mins ago
Aircraft Coordinator (CONTRACT)
Bombardier
Dorval, QC
Contract
Support production leaders in the day-to-day operations and during Daily Morning Meeting;
Added 33 mins ago
Assistant Store Leader (Assistant Manager)
7-Eleven
Fort Saskatchewan, AB
Full-time
…the opportunity to talk with you about our Assistant Store Leader Trainee role! We’re hiring immediately and are focused and dedicated to your success! We offer full-time hours and a…
Added 33 mins ago
Vice President of Sales and Marketing
MacDonald Search Group
Vancouver, BC
Full-time
…promotional strategy, and partners cross‑functionally with Operations, Finance, Supply Chain, and R&D to support innovation launches and forecast accuracy. They analyze syndicated data and…
Added 33 mins ago
Senior Advisor, Data Protection and DLP
Staff IT Search Group Inc.
Oakville, ON
Full-time
Our Client, the National leader in their industry, is seeking a talented DLP & Data Protection professional to help build and mature their enterprise DLP program with an early focus on…
Added 33 mins ago
Director, AI Governance and Adoption (T & I) (Telework/Hybrid)
CBC/Radio-Canada
Toronto, ON · Ottawa, ON · Montreal, QC
Full-time
Added 33 mins ago
Senior Manager, Strategic Planning and Delivery - Enterprise AI (T & I) (Telework/Hybrid)
CBC/Radio-Canada
Toronto, ON · Ottawa, ON · Montreal, QC
Full-time
5+ years of experience in Project Management, Program Management, or GTM Operations.
Added 33 mins ago
Director, AI Innovation Enablement (T & I) (Telework/Hybrid)
CBC/Radio-Canada
Toronto, ON · Ottawa, ON · Montreal, QC
Full-time
Serve as the primary bridge connecting operations, technology, digital, content, legal, and security teams.
Added 33 mins ago
Director, AI Enterprise Data Governance (T & I) (Telework/Hybrid)
CBC/Radio-Canada
Toronto, ON · Ottawa, ON · Montreal, QC
Full-time
Data Lifecycle & Quality Operations: Proven track record in building and validating data lineage, managing data quality validation/remediation, and creating or overseeing automated scripts…
Added 33 mins ago
Senior. Digital Producer - CBC Entertainment - Eurovision Song Contest - Designated
CBC/Radio-Canada
Toronto, ON
Full-time
Coordinate real-time content operations during key live moments (Semi-Finals, Grand Final, press weeks, and rehearsals);
Added 33 mins ago
Supply Chain Manager Products Refining
Shell
Scotford, AB
Full-time
…and effectively managed. Represent Supply Chain as a senior leader within the Canadian site leadership…
Added 33 mins ago
Site Foreman/Foreperson
Paradigm Building Solutions Ltd
Revelstoke, BC · Kamloops, BC · Vancouver, BC · Kelowna, BC
$39 to $42 CAD / hour
Full-time
…control, safety oversight, and hands-on carpentry for a practical leader who can keep work…
Added 33 mins ago
Customer Experience Associate
TD
Vancouver, BC
Part-time
…faster banking experience. TD is deeply committed to being a leader in client experience, that is why we believe that all colleagues, no matter where they work, are client facing. Together,…
Added 33 mins ago
Sales Associate
Carters Inc.
Rocky View No 44, AB
Part-time
…most-purchased children’s clothing brand.* We’ve become an industry leader by providing quality - from the first Original Bodysuit® to the lasting careers we offer our team. We’ve kept our…

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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