AWS Specialist Technology Team (STT) is seeking a Software Development Manager to lead the Specialist AI Tooling engineering team - the group building AI-native, agentic solutions that are fundamentally transforming how thousands of AWS technical specialists and field team members develop expertise, get matched to customer engagements, and how AWS service teams consume customer feedback at scale. If you want to build production agentic AI systems that impact thousands of users daily - not research prototypes, but real AI agents solving real problems - this is the role for you.
You will own and grow a team of Software Development Engineers responsible for building brand new and enhancing existing four interconnected products that collectively power the intelligence layer of AWS's specialist ecosystem:
AWS Learning Agent - A new generative AI-powered, agentic learning system that replaces static training paths with personalized, cross-domain skill development for every builder in the AWS technical field. Powered by a structured skill graph, persistent learner profiles, and the Specialist Knowledge Vault, the Learning Agent delivers adaptive learning journeys via a custom console, in Kiro, Claude, Quick and wherever builders work.
Intelligent Routing Agent - A new AI-driven routing engine that matches 136K+ annual specialist requests to verified domain experts using validated skill profiles rather than manually maintained lists - reducing resolution time (currently 7.72 days) and enabling precision matching at scale.
Technical Field Community (TFC) Hub - The platform powering 46 Technical Field Communities, managing member engagement, competency tracking, learning path orchestration, and community-driven content curation across AWS's specialist network.
Service 360 - A GenAI summarization and prioritization engine that aggregates customer feedback signals (PFRs, SpecReqs, SFDC Opportunity data) into categorized, prioritized service recommendations - automating what was previously a manual closed-loop feedback process to influence the roadmap for AWS public service teams.
This is a high-impact, AI-first leadership role where you will architect agentic systems, ship production GenAI features, and lead a team solving problems at the intersection of knowledge graphs, multi-agent orchestration, LLM-powered personalization, and retrieval-augmented generation - all at AWS scale, using the very AI services AWS builds for its customers.
Key job responsibilities
Lead the engineering team building AI-native products that power AWS's specialist ecosystem - including an agentic learning system, intelligent routing agent, the Technical Field Community Hub platform, and a GenAI-powered customer feedback engine (Service 360).
Architect and ship production agentic AI systems using LLMs, knowledge graphs, RAG, and multi-agent orchestration - delivering personalized learning paths and intelligent expert-matching to thousands of field members daily.
Build, manage, and develop a high-performing SDE team, maintaining Amazon's hiring bar while fostering a culture of technical ownership, rapid experimentation, and operational excellence.
Drive the evolution of intelligent routing algorithms that match 136K+ annual specialist requests to verified domain experts using AI-validated skill profiles and demand signals.
Design and operate GenAI summarization pipelines that transform thousands of customer feedback signals into prioritized, actionable service recommendations for AWS service leadership.
Own the technical strategy and roadmap across all four products, making trade-offs between speed-to-delivery and long-term platform scalability.
Partner with Product, Science, and field leadership to translate ambiguous problems into engineering deliverables, and represent the team in executive reviews with Directors and VPs.
About the team You will be joining a high-growth engineering organization that is at the forefront of applying generative AI and agentic technologies to transform how AWS field teams operate. The pace of innovation is high, the problems are ambiguous, and the impact is measured across thousands of field team members and the customers they serve. This role offers the opportunity to define a function from the ground up and shape how an entire organization consumes and acts on data.
About AWS Diverse Experiences AWS values diverse experiences. Even if you do not meet all of the preferred qualifications and skills listed in the job description, we encourage candidates to apply. If your career is just starting, hasn’t followed a traditional path, or includes alternative experiences, don’t let it stop you from applying.
Why AWS? Amazon Web Services (AWS) is the world’s most comprehensive and broadly adopted cloud platform. We pioneered cloud computing and never stopped innovating — that’s why customers from the most successful startups to Global 500 companies trust our robust suite of products and services to power their businesses.
Inclusive Team Culture Here at AWS, it’s in our nature to learn and be curious. Our employee-led affinity groups foster a culture of inclusion that empower us to be proud of our differences. Ongoing events and learning experiences, including our Conversations on Race and Ethnicity (CORE) and AmazeCon (gender diversity) conferences, inspire us to never stop embracing our uniqueness.
Mentorship & Career Growth We’re continuously raising our performance bar as we strive to become Earth’s Best Employer. That’s why you’ll find endless knowledge-sharing, mentorship and other career-advancing resources here to help you develop into a better-rounded professional.
Work/Life Balance We value work-life harmony. Achieving success at work should never come at the expense of sacrifices at home, which is why we strive for flexibility as part of our working culture. When we feel supported in the workplace and at home, there’s nothing we can’t achieve in the cloud.
Basic Qualifications
- 3+ years of engineering team management experience
- 7+ years of engineering experience
- 6+ years of leading the definition and development of multi tier web services experience
- Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, or a related field
- Knowledge of engineering practices and patterns for the full software/hardware/networks development life cycle, including coding standards, code reviews, source control management, build processes, testing, certification, and livesite operations
Preferred Qualifications
- Experience in communicating with users, other technical teams, and senior leadership to collect requirements, describe software product features, technical designs, and product strategy
- Experience in recruiting, hiring, mentoring/coaching and managing teams of Software Engineers to improve their skills, and make them more effective, product software engineers
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. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location. Amazon also offers comprehensive benefits including health insurance (medical, dental, vision, prescription, Basic Life & AD&D insurance and option for Supplemental life plans, EAP, Mental Health Support, Medical Advice Line, Flexible Spending Accounts, Adoption and Surrogacy Reimbursement coverage), 401(k) matching, paid time off, and parental leave. Learn more about our benefits at https://amazon.jobs/en/benefits.
USA, TX, Austin - 184,900.00 - 250,200.00 USD annually USA, WA, Seattle - 184,900.00 - 250,200.00 USD annually