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Technical Routing Specialist, AWS Support BizOps

3 months ago

Dallas, Texas, United States Amazon Full time

AWS Sales, Marketing, and Global Services (SMGS) is responsible for driving revenue, adoption, and growth from the largest and fastest growing small- and mid-market accounts to enterprise-level customers including public sector. The AWS Global Support team interacts with leading companies and believes that world-class support is critical to customer success. AWS Support also partners with a global list of customers that are building mission-critical applications on top of AWS services.

Embark on a thrilling career journey as a Technical Routing Specialist and become the driving force behind our quest for operationalizing Nextgen Routing console We're on the lookout for a dynamic individual who is passionate about revolutionizing the way we work. As Routing specialist, you'll lead the charge in implementing groundbreaking routing policies that drive efficiency through effective routing policies, and elevate overall performance of AWS Support.

AWS Support is a one-on-one, fast-response support channel that is staffed 24x7x365 with experienced and technical support engineers. The service helps customers of all sizes and technical abilities to successfully utilize the products and features provided by Amazon Web Services. The AWS Support organization is global with 10 locations around the world. Unlike most support organizations, AWS Support is a self-standing business with revenue and P&L responsibility and one of the fastest growing businesses within AWS

Key job responsibilities

We are looking for a talented Tech Routing specialist to join the AWS Support Business Strategy, Analytics and Data Science team to lead the routing policy building, architecture and execution for Support Engineering and Customer service Organization. The ideal candidate has demonstrated understanding of determine routing algorithms to route right cases to right engineers. Candidate will have a strong background and expertise in tech policy writing, review mechanisms to assess impact and optimize key Ops performance, develop scorecards for measure of effective. A demonstrated ability to think broadly and strategically about Support Engineering teams and the ability to persuade executives to build consensus on objectives. This opportunity requires excellent problem-solving, a thorough understanding routing use cases and its implications on people and business, communication skills and a strong track record of delivering results. Cross-team collaboration, project management, and executive presentation skills are essential. A strong record of customer advocacy and influence without authority is very important for this role.

Key responsibilities include:


• Develop and Implement Routing policy framework for Support Engineering and Customer service organization spanning over 8k builders.


• Develop processes and approval mechanisms to test and launch routing policy changes.


• Build effective monthly and quarterly review mechanisms to inspect routing effectives and course correct as needed.


• Develop an architectural design on how routing systems interact with Business Rules Engine (BRE), Agentic, Case Console, Support Skills, NICE.


• Communicate these plans and report on their execution to various stakeholders, and continuously improve the planning and execution cycle.


• Drive continuous improvements to routing policies to optimize business outcomes and Ops KPI's


• Develop 2pr approval process for policy changes and lead pilots for evaluation before building it into production systems.

About the team

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.

We are open to hiring candidates to work out of one of the following locations:

Dallas, TX, USA

Basic Qualifications

  • 3+ years of technical product or program management experience
  • 2+ years of software development experience
  • 3+ years of project management disciplines including scope, schedule, budget, quality, along with risk and critical path management experience
  • Experience managing programs across cross functional teams, building processes and coordinating release schedules

Preferred Qualifications

  • 3+ years of working directly with engineering teams experience

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit