Job summary

Amazon's Customer Service team is top ranked for developing solutions because we are passionate about our customers and giving our Associates all the high quality tools needed to provide world class care. We are seeking Front End Engineers who are deeply committed to ensuring that our thousands of agents worldwide will have the high volume and high availability systems needed to support retail, merchant, digital, and Kindle product lines.

Our team creates the tools that allows CS Associates to delight our customers who reach out to us for assistance with their orders, products, or account. Rich tools and information empower our Associates to make the right decision for the customer and the company, while providing guidance through clear policy. We track data around each of these transactions so we can track down root cause for our problems, whether it is an Associate that is making a mistake, a bad packing line in a fulfillment center, or a problem in the inventory provided by a vendor. We can use this data to proactively stop selling a problematic product to our customers until we can fix the problem.

New developments within Amazon, such as handling warranties, giving product tech support, and tracking aggregate product defect data all require strong preplanning and thoughtful support. Our team builds the tools that help make these new spaces successful. We also create tools that allow our Associates to handle problems for the lifetime of our own innovative products such as the Kindle.

Key job responsibilities

The role requires you to be able to manage the overall software development life-cycle which includes the following responsibilities:

Create, prioritize, communicate, manage, and execute roadmaps, project plans, and commitments.
Report on status of development, quality, operations, and system performance to management.
Work closely with engineers to architect and develop the best technical design and approach.
Foster culture of continuous engineering improvement through mentoring, feedback, and metrics.
Hire, coach, and mentor individuals; build a strong cross-functional organization.
Partner with a diverse stakeholders to understand requirements, priorities, and processes.
Propose and implement new projects or recommend system improvements.
Have the obsession to drive a better customer experience through everything that we do here at Amazon.
Bring innovative ideas to the table every day, in order to find better ways of accomplishing our customer objectives.
Set clear, measurable quality goals for an organization in a data-driven way.

BASIC QUALIFICATIONS

· 7+ years of experience working directly within engineering teams
· Experience partnering with Product or Program management teams
· 3+ years of people management experience, managing engineers
· 3+ years of experience architecting and designing (architecture, design patterns, reliability and scaling) of new and current systems
· Bachelor’s Degree in Computer Science, or a related discipline.
· Solid grounding in Computer Science fundamentals, High Scale Systems Design, software services and knowledge of design for scalability, performance and reliability.
· At least 5 years experience building and developing strong technical teams.
· At least 5 years experience professionally developing software in an Object Oriented Programming (OOP) language like Java.
· Experience with distributed (multi-tiered) systems, and algorithms.
· Knowledge of professional software engineering practices & best practices for full software development life cycle, including coding standards, code reviews, source control management, continuous deployments, testing and operations.

PREFERRED QUALIFICATIONS

· Post-graduate degree in computer science or related field
· Demonstrated ability to take a project or significant feature from concept to launch
· Strong business and technical vision.
· Exceptional customer relationship skills including the ability to discover the true requirements, underlying feature requests, recommend alternative technical and business approaches, and lead engineering efforts to meet aggressive timelines with optimal solutions.
· Deep hands-on technical expertise.
· Excellent verbal and written communication skills with the ability to present complex technical information clearly and concisely to a variety of audiences.