Network Development Manager

7+ years of relevant engineering experience
- 3+ years people management experience
- 3+ years experience supporting telecom systems, including SIP, RTP, or PSTN

Job summary

Want to disrupt an industry by delighting customers? Looking for a job where your work can have direct and massive impact? Excited to join one of the newest and most exciting AWS services? Come be a leader on a team that is building a product that will touch millions of people daily.

Amazon Connect is a highly disruptive cloud-based contact center that enables businesses to deliver engaging, dynamic, and personal customer service experiences. Amazon Connect is the result of the ten years of development that went into building the tools Amazon uses to provide its award winning customer service at massive scale and launching it as a publicly available AWS service. With Amazon Connect, you can create your own cloud-based contact center and be taking calls in minutes. Amazon Connect leverages the power of Artificial Intelligence and the large ecosystem of AWS services such as Amazon Lex, Amazon Polly, AWS Lambda, Amazon S3 and Amazon Kinesis to provide a truly frustration free, easy-to-use, extensible, and natural customer experience. With this technology, we are transforming an industry and the way customers interact with businesses and how agents service them.

Industry analysts have said, "Amazon Connect is quietly positioned to massively disrupt by enabling companies to focus on customer service, not service centers." and "Amazon is totally disrupting the customer contact center space as they have many other market-spaces with customer-centric solutions with open platform integration with assistance from the partner community."

Amazon Connect is looking for a Network Development Manager to lead our Telecom Network Operations team that manages and supports the telecom infrastructure that is fundamental to modern contact centers in the cloud. Amazon Connect supports thousands of concurrent customer calls and tens of thousands of agents using an internally developed SIP based Call Center Platform. Our technology is compelling, as it solves a common problem in a novel way — and it is unique in the industry. Be part of the team that handles a large amount of phone calls, among the largest in contact center platforms globally.

You will manage a team of engineers responsible for telecom infrastructure operations, monitoring and alarming, and process and quality of service improvements. You will also manage telecom carrier operational metrics and escalations, be responsible for root cause analysis of customer impacting events, and drive operational excellence expectations with our carriers. The position represents a rare opportunity to be a part of a fast-growing business soon after launch, and help shape the technology and product as we grow. You will be playing a crucial role in developing the next generation telecom infrastructure, and get the opportunity to design and deliver scalable, resilient systems while maintaining a constant customer focus.

What is in it for you?
- Team culture: You'll be joining a fun team that prides itself on a great work environment with an inclusive group of people that loves working together towards a common goal.
- Impact: Work on a service that will be used, directly and indirectly, by millions of customers and has a meaningful impact to their functions and interactions.
- Gratification: You will know you are directly responsible for solving real customer problems.
- Critical and Fast: This is a strategic new business for AWS, and we are moving fast, really fast.
- Ownership: You will quickly become responsible for key components of the service, and drive what and how to build them.
- Learn & Grow: If want to learn and grow with challenges of a designing and building a large-scale fault tolerant systems - this is an opportunity of a life time.
- Innovate: We learn from our customers and invent every day on their behalf.
- Make history: AWS is the leader in a current industry wide revolution, and specifically at Amazon Connect, we are changing the way customers think about contact centers.
- Have fun: Surround yourself with a highly talented pool of engineers that like to solve complex problems, but also work in a fun and autonomous environment.

Media coverage on Amazon Connect:
Power of Amazon Connect:

- Demonstrated ability to achieve stretch goals in a highly innovative and fast paced environment
- Experience with professional software engineering practices and best practices for the full software development life cycle.
- Experience taking projects from scoping requirements through launch of the project.
- Experience with agile software development methodologies like scrum.
- Strong written and verbal communication skills, excellent technical communication with peers and non-technical cohorts
- A strong track record of project delivery for large, cross-functional, projects
- Experience wo