Amazon's global Customer Service network serves hundreds of millions of customers, and the decisions behind how that network runs matter. The Service Resource Management team is building a network optimization product that helps leaders review performance with more clarity, understand what is driving drift from plan, make better site and resource decisions, and trust automation where repeatable decisions allow it. We are hiring a Senior Software Development Engineer to help define how the product, the system, and the engineering approach scale together as the team and problem space grow. In this role, you will set direction in ambiguous spaces, challenge weak assumptions, and create clarity when the obvious answer may be wrong. You will lead multi-engineer efforts, shape technical judgment across the team, make trade-offs visible, and decide when AI-assisted techniques, rules, or human review are the right mechanism for the problem.
Key job responsibilities
- Set technical direction across multiple workflows and components, including service boundaries, data contracts, system observability, operator-facing product behavior, and the visibility of key trade-offs.
- Lead multi-engineer projects from problem framing through design, delivery, rollout, and post-launch follow-through, deciding where simple rules, AI-assisted analysis, or statistical methods are appropriate and keeping solutions explainable and proportionate.
- Shape automation boundaries so predictable decisions are handled by systems and human judgment is reserved for exceptional cases, while defining where the system should stay flexible by default versus where specialization is justified by measurable value.
- Influence related teams and dependent systems when upstream or downstream decisions affect product correctness, speed, or trustworthiness, and drive simplification in both system design and team operating model.
- Raise the engineering bar through design reviews, code reviews, hiring, mentoring, and clear written decision-making that helps the team grow.
A day in the life
A typical day mixes technical direction, design judgment, and organizational influence. You might review a design that spans multiple systems, work through an ambiguous network problem with product and engineering partners, and help the team decide whether a problem calls for simplification, automation, deeper analysis, or a change in operating mechanism. You will also spend time coaching other engineers and making sure important decisions stay explainable, durable, and grounded in evidence.
About the team
The Service Resource Management team builds products that help Amazon Customer Service leaders make better decisions about how the global network runs. We want to be a team that can talk about hard things clearly and early. That means creating the conditions for open disagreement, surfacing weak assumptions before they harden into direction, making trade-offs explicit, and leaving important decisions with shared understanding, clear ownership, and follow-through.
