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Added 11 mins ago
Senior Embedded Software Designer
Kepler Communications Inc.
Toronto, ON
Full-time
We're on the hunt for a top-tier Embedded Software Engineer. Your focus will be on software development and maintenance required for both space and ground-based assets for a growing fleet…
Added 57 mins ago
Principal Engineer, Cyber Technology Operations SRE (Global Security)
Royal Bank of Canada
Vancouver, BC · Toronto, ON
Full-time
…expected at all times . Our Network Security and Endpoint Security operations teams are facing greater pressure adapt to the changing landscape, execute security controls faster and measure…
Added 1 hour ago
Manager, Transportation Development & Design
City of Richmond
Richmond, BC · City Hall, British Columbia
Professional Traffic Operations Engineer registered with the Institute of Transportation Engineers preferred.
Added 1 hour ago
Advanced Engineer
INNIO
Welland, ON
Scheduling manufacturing, assembly or service part operations. Working with associated organizational functions in the engineering change order process.
Added 2 hours ago
Customer Quality Engineer
Modine Manufacturing Company
Calgary, AB
Full-time
…global company headquartered in Racine, Wisconsin (USA), with operations in North America, South America, Europe and Asia. For more information about Modine, visit…
Added 2 hours ago
Project Engineer
Pattillo Construction Corporation
Montreal, QC · Urban agglomeration of Montreal, QC
Volunteer
Attends and participates in meetings with Architect/Engineer and owner representatives, provides information and assists the Project Manager in the preparation of progress reports/meeting…
Added 2 hours ago
Senior Mine Engineer
Foran Mining Corporation
SK
Full-time
Eldorado Gold Saskatchewan (TSX:ELD) is seeking a Senior Mine Engineer to join our growing McIlvenna Bay team. This is a full-time position based at the McIlvenna Bay site working a 14/14…
Added 2 hours ago
Mine Engineer
Foran Mining Corporation
SK
Full-time
The Mine Engineer reports to the Senior Mine Engineer and is responsible for carrying out a wide range of engineering functions, including, but not limited to mine planning, drill and…
Added 2 hours ago
Engineering Manager (Water)
City of St. Louis Office on the Disabled
Water Valley, AB
Full-time
…using discretion in determining time, place and/or sequence of operations within an organizational framework. Requires the ability to implement decisions based on such data, and oversee the…
Added 2 hours ago
Lead QA Engineer
Royal Bank of Canada
Toronto, ON
Full-time
Added 3 hours ago
Senior Security Analyst (Bilingual French/English)
TEKsystems
Montreal, QC
Contract
Collaborer avec différentes équipes afin d'assurer l'intégration de la sécurité dans tous les aspects de nos opérations.
Added 3 hours ago
Senior Cloud Security Engineer
HOOPP (Healthcare of Ontario Pension Plan)
Toronto, ON · CA ON Toronto
$103,000 to $153,000 CAD / year
Full-time
Our Information Security Operations team plays a key role in securing HOOPP's cloud environments and supporting our cloud-first strategy. As a Senior Cloud Security Engineer, reporting to…
Added 4 hours ago
Administrative Assistant, School of Nursing
Jobbe
Wolfville, NS
Full-time
…environment and play an important role in supporting the day-to-day operations of the School of…
Added 4 hours ago
Regional Sourcing Manager (Electronics Lane)
Husky Technologies
Bolton, ON
Full-time
…achieve material productivity targets and support the global operations with best in class supplier on-time and quality…
Added 4 hours ago
Designer, Development (Service)
Husky Technologies
Bolton, ON
Full-time
The service team is currently seeking a Mechanical engineer/designer to specialize in resolving service issues.
Added 4 hours ago
Product Development Engineer|
Husky Technologies
Bolton, ON
Full-time
Our Development Engineering team is looking to hire an experienced Product Development Engineer. The successful candidate will lead the technical development of packaging products working…
Added 5 hours ago
Co-op, Electrical Engineer
Nutrien
Redwater, AB
Internship
Collaborate with engineering, maintenance, and operations teams to support safe and reliable plant operation.
Added 5 hours ago
Co-op, Mechanical Engineer
Nutrien
Dalemead, AB
Internship
Carseland Nitrogen Operations is located approximately 30 minutes outside of Calgary.
Added 5 hours ago
Asset Management Superintendent
Equinox Gold Corp.
Geraldton, ON
Full-time
…equipment availability, optimized lifecycle cost, and safe, stable operations by driving reliability engineering, predictive maintenance, defect elimination, planning, scheduling, and…
Added 6 hours ago
Senior NPI Engineer
DART Aerospace
Montreal, QC · Greater Montreal Metropolitan Area
Full-time
Senior New Product Introduction (NPI) Engineer
Added 6 hours ago
Maintenance Engineer
The Mosaic Company
Colonsay, SK
Full-time
…over the world. Our Headquarters is in Lithia, Florida with operations throughout North America (U.S./Canada) and South…
Added 6 hours ago
Search Engineer
Firecrawl
Toronto, ON
$190,000 to $260,000 USD / year
Full-time
Added 6 hours ago
Engineering Assurance Analyst (Electrification & Plant Asset Management)
Metrolinx
Canada
Full-time
…through construction, testing, commissioning, handover, and early operations. You will help confirm that technical submissions and assurance reviews, asset information, lifecycle-support…
Added 6 hours ago
Production Coordinator (Mine Engineer)
Evolution Mining Limited
Red Lake, ON
…gold company, we offer diverse career opportunities across our operations, exploration projects, and corporate functions. Whether you choose to work at one of our mining operations, support…
Added 7 hours ago
Trainmaster
CPKC
Sparwood, BC
Full-time
…(CROR) for Canada, General Code Operating Rules (GCOR) for U.S., Engineer, etc.) as per industry…

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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