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Director of Software Development, Employee Services Technology (EST), Disability & Leave Services

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<strong>Description<br><br></strong>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.<br><br>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.<br><br>Key job responsibilities<br><br><ul><li> Lead AI strategy and development to create a more efficient, responsive, and empathetic HR organization that scales globally while delivering locally relevant services</li><li> 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</li><li> Oversee the creation of AI-powered decision support tools that ensure consistent, compliant, and equitable HR decisions while reducing administrative burden</li><li> Build AI-powered quality management systems that analyze 100% of service interactions to provide real-time feedback and coaching</li><li> Develop proactive insights systems that use LLMs to analyze employee interactions across channels, automatically detecting patterns and prioritizing improvements</li><li> Oversee engineering teams across multiple global locations while fostering innovation and technical excellence</li><li> Partner with product teams to define and execute roadmap<br><br></li></ul>A day in the life<br><br>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.<br><br><strong>About The Team<br><br></strong>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.<br><br>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.<br><br>Impact: Your work will directly influence how Amazon supports its global workforce through AI-powered technology, with opportunities to innovate in:<br><br><ul><li> Agentic AI systems that autonomously handle routine HR inquiries</li><li> GenAI-powered decision support tools that enhance human expertise</li><li> Predictive analytics that anticipate employee needs before they arise</li><li> Multilingual AI capabilities that provide support in 250+ languages</li><li> AI-powered quality management systems that continuously improve service delivery<br><br></li></ul>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.<br><br><strong>Basic Qualifications<br><br></strong><ul><li> Bachelor's degree in Computer Science, Engineering, or related field</li><li> Extensive experience leading large-scale software development organizations</li><li> Track record of delivering enterprise-scale systems with global reach</li><li> Experience managing distributed engineering teams across multiple geographies</li><li> Strong technical background in case management systems, enterprise applications<br><br></li></ul><strong>Preferred Qualifications<br><br></strong><ul><li> Experience with HR technology systems and workflows</li><li> Background in AI/ML and natural language processing technologies</li><li> Knowledge of compliance and privacy requirements in HR domain</li><li> Track record of innovation in service delivery platforms</li><li> Experience with contact center technologies</li><li> Strong product mindset with focus on user experience</li><li> MBA or advanced technical degree<br><br></li></ul>Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.<br><br>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.<br><br>Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $264,100/year in our lowest geographic market up to $350,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.<br><br><br><strong>Company</strong> - Amazon.com Services LLC<br><br>Job ID: A3079926

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Common Interview Questions And Answers

1. HOW DO YOU PLAN YOUR DAY?

This is what this question poses: When do you focus and start working seriously? What are the hours you work optimally? Are you a night owl? A morning bird? Remote teams can be made up of people working on different shifts and around the world, so you won't necessarily be stuck in the 9-5 schedule if it's not for you...

2. HOW DO YOU USE THE DIFFERENT COMMUNICATION TOOLS IN DIFFERENT SITUATIONS?

When you're working on a remote team, there's no way to chat in the hallway between meetings or catch up on the latest project during an office carpool. Therefore, virtual communication will be absolutely essential to get your work done...

3. WHAT IS "WORKING REMOTE" REALLY FOR YOU?

Many people want to work remotely because of the flexibility it allows. You can work anywhere and at any time of the day...

4. WHAT DO YOU NEED IN YOUR PHYSICAL WORKSPACE TO SUCCEED IN YOUR WORK?

With this question, companies are looking to see what equipment they may need to provide you with and to verify how aware you are of what remote working could mean for you physically and logistically...

5. HOW DO YOU PROCESS INFORMATION?

Several years ago, I was working in a team to plan a big event. My supervisor made us all work as a team before the big day. One of our activities has been to find out how each of us processes information...

6. HOW DO YOU MANAGE THE CALENDAR AND THE PROGRAM? WHICH APPLICATIONS / SYSTEM DO YOU USE?

Or you may receive even more specific questions, such as: What's on your calendar? Do you plan blocks of time to do certain types of work? Do you have an open calendar that everyone can see?...

7. HOW DO YOU ORGANIZE FILES, LINKS, AND TABS ON YOUR COMPUTER?

Just like your schedule, how you track files and other information is very important. After all, everything is digital!...

8. HOW TO PRIORITIZE WORK?

The day I watched Marie Forleo's film separating the important from the urgent, my life changed. Not all remote jobs start fast, but most of them are...

9. HOW DO YOU PREPARE FOR A MEETING AND PREPARE A MEETING? WHAT DO YOU SEE HAPPENING DURING THE MEETING?

Just as communication is essential when working remotely, so is organization. Because you won't have those opportunities in the elevator or a casual conversation in the lunchroom, you should take advantage of the little time you have in a video or phone conference...

10. HOW DO YOU USE TECHNOLOGY ON A DAILY BASIS, IN YOUR WORK AND FOR YOUR PLEASURE?

This is a great question because it shows your comfort level with technology, which is very important for a remote worker because you will be working with technology over time...

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