We are seeking a visionary Director of Software Development to lead our AI transformation journey supporting Amazon's global workforce. In this role, you will spearhead the evolution of next-generation HR technology leveraging GenAI and agentic AI to revolutionize how we deliver employee services to millions of Amazonians across 67 countries. You'll drive the development of intelligent, predictive HR systems that combine cutting-edge AI capabilities with human expertise to create exceptional employee experiences.
You will own the strategy, execution, and organizational development of global technology teams building AI-powered systems that directly impact Amazon employees' lives during critical moments. Your leadership will transform how we deliver HR services through innovative solutions that anticipate employee needs, provide personalized support in any language, and ensure consistent, high-quality service delivery across all Amazon personas.
Key job responsibilities
• Lead AI strategy and development to create a more efficient, responsive, and empathetic HR organization that scales globally while delivering locally relevant services
• Drive architectural decisions for intelligent, predictive HR systems that leverage GenAI and agentic AI to handle routine inquiries while enabling human experts to focus on complex cases
• Oversee the creation of AI-powered decision support tools that ensure consistent, compliant, and equitable HR decisions while reducing administrative burden
• Build AI-powered quality management systems that analyze 100% of service interactions to provide real-time feedback and coaching
• Develop proactive insights systems that use LLMs to analyze employee interactions across channels, automatically detecting patterns and prioritizing improvements
• Oversee engineering teams across multiple global locations while fostering innovation and technical excellence
• Partner with product teams to define and execute roadmap
A day in the life
You will lead and participate in AI strategy discussions with executives while establishing mechanisms to support your teams in innovating and delivering results. You'll be equally comfortable discussing the architectural implications of agentic AI implementation as you are reviewing the performance metrics of deployed GenAI solutions. You'll influence the three-year AI transformation plan and drive tradeoff decisions balancing long-term vision with delivering immediate impact to our customers.
About the team
Employee Services & Technology (EST) provides world-class, centralized HR support and services that enable all Amazon employees, managers, alumni, and candidates to seamlessly navigate their employment needs. With new AI capabilities emerging at a faster pace than ever before, we're seizing this transformative moment to reshape HR service delivery. AI serves as a powerful HR assistant, enabling our human teams to provide expert support during moments that matter. This combination of 1P technology and human connection allows us to reimagine the services we provide for enhanced employee experience.
This transformation goes beyond simple automation; we're building an intelligent, predictive HR ecosystem that anticipates employee needs, provides personalized and accessible support in any language, and ensures consistent, high-quality service delivery across all Amazon personas. We're creating a more efficient, responsive, and empathetic HR organization that can scale globally while maintaining the necessary expertise to deliver locally relevant services.
Impact: Your work will directly influence how Amazon supports its global workforce through AI-powered technology, with opportunities to innovate in:
• Agentic AI systems that autonomously handle routine HR inquiries
• GenAI-powered decision support tools that enhance human expertise
• Predictive analytics that anticipate employee needs before they arise
• Multilingual AI capabilities that provide support in 250+ languages
• AI-powered quality management systems that continuously improve service delivery
The successful candidate will join a forward-thinking organization focused on leveraging technology to provide best-in-class employee support services while driving operational efficiency and compliance.
