System Admin/Engr Mgr, Ring & Blink CS Technology Enablement

Amazon • Tempe, AZ

1d

About The Position

Ring CS Technology Enablement team is seeking a Senior System Administration
Manager to transform customer service technology by leading a dynamic team that
harnesses AI and innovative solutions to revolutionize support experiences.
You'll drive operational excellence, optimize complex technical infrastructures,
and empower customer support associates through new technological strategies
that simplify and streamline business processes. This leader will be responsible
for overseeing the day-to-day operations of our low-code/no-code technology
stack, including Amazon Connect, Salesforce, AWS services, ChatBots, Voice AI
solutions, and various 1P and 3P integrated systems.

The ideal candidate thrives in a fast-paced environment and excels at balancing
competing priorities while driving operational velocity. You will work
cross-functionally with internal and external stakeholders to ensure seamless
technology operations that empower our customer support associates to deliver
exceptional service to our Neighbors (customers). This role requires a leader
who is innovative, analytically strong, and passionate about leveraging AI and
automation to drive team productivity and operational efficiencies. You are
naturally inquisitive with experience diagnosing and resolving complex problems
at their root, paying attention to detail, and diving deep to understand issues
while making appropriate trade-offs. You can clearly document requirements and
dependencies to share with stakeholders and drive prioritization and delivery in
an unstructured environment.

Requirements

• Bachelor's degree in computer science, computer engineering, or related field, or experience from a technical internship
• 4+ years of system administration, or 1+ years of relevant technical position experience
• 1+ years of managing technical teams with significant personnel management experience and examples of developing engineers and building successful teams experience
• Experience with CRM tools like Salesforce
• 2+ years of contact center experience, or experience in technical work related to computer systems and technology components
• Experience prioritizing and handling multiple assignments at any given time while maintaining commitment to deadlines, or experience in a fast-paced, high-tech company
• Experience navigating a knowledge base and following Standard Operating Procedures (SOPs)
• Experience that includes strong analytical skills, attention to detail, and effective communication abilities, or experience in technical support and experience troubleshooting and debugging technical systems
• • Demonstrated experience with cloud platforms, specifically AWS services and infrastructure.
• • Excellent verbal and written communication skills with experience presenting to senior leadership.

Nice To Haves

• 2+ years of contact center experience, or experience with AWS services or other cloud offerings
• Experience in identifying, leading, and executing opportunities to improve, automate, standardize or simplify finance or business tools and processes, or experience in creating process improvements with automation and analysis
• AWS certification, such as, AWS Solutions Architect, or a similar cloud certification, or CISSP-ISSAP (Certified Information Systems Security Professional-Information Systems Security Architecture Professional) or CISSP-ISSEP (Certified Information Systems Security Professional-Information Systems Security Engineering Professional)
• Experience in scripting for automation (e.g. Python) and advanced SQL skills.
• Experience working with Agile methodologies
• • Demonstrated experience leveraging AI tools (including generative AI, chatbots, and voice AI) to drive operational efficiencies and team productivity.
• • Experience working in customer service technology environments or supporting customer-facing operations.
• • Knowledge of voice AI technologies, conversational AI, and chatbot platforms.
• • Experience working at Amazon or within a similar large-scale, fast-paced technology organization.

Responsibilities

• Team Leadership & Development: Lead, coach, and develop a team of 6-10 System Administrators, setting clear performance expectations, providing regular feedback, and identifying opportunities to stretch and grow team members for career advancement and promotion readiness.
• Operational Excellence: Ensure daily operations of Ring and Blink CS technology infrastructure run smoothly, meeting all SLAs and delivering high-quality results that drive the right customer outcomes.
• Priority Management: Balance competing priorities across multiple stakeholders, understand business importance, and make informed decisions on resource allocation and task prioritization to drive velocity in team deliverables.
• AI Integration & Productivity: Champion the use of AI tools and methodologies to drive team productivity, incorporating AI into day-to-day activities to create efficiencies and enhance operational capabilities.
• System Administration Oversight: Oversee the administration and maintenance of Amazon Connect, Salesforce, AWS services, Chat Bots, Voice AI Bots, and other 1P/3P systems supporting customer service operations.
• Cross-Functional Collaboration: Work effectively with internal teams and external partners to support the technology stack, driving agile best practices and defining processes that improve teamwork, communication, and collaboration.
• Problem Resolution: Diagnose and resolve complex technical problems, identifying root causes and determining appropriate short-term mitigations while driving long-term solutions.
• Process Improvement: Identify and optimize workflows, procedures, and best practices; create automation that simplifies workloads and scales operations; drive operational excellence initiatives with measurable results.
• Risk Management: Identify operational and security risks, implement mitigations, and determine when to escalate issues; manage difficult problems and find paths forward in challenging situations.
• Documentation & Communication: Create and maintain clear documentation including SOPs, runbooks, and technical requirements; communicate effectively with stakeholders up to three levels above to drive prioritization and delivery.

Benefits

• 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
• parental leave

What This Job Offers

• Job Type: Full-time
• Career Level: Manager