Business Intelligence Engineer, Amazon Customer Service
About the role
Customer Experience Products (CXP) is part of Amazon's Customer Service (CS) organization, focused on measuring and improving every customer service interaction across chat, voice, bots, and digital self‑service. Our Business Intelligence Engineers (BIEs) sit at the intersection of data engineering, analytics, and product: they build the data infrastructure, metrics frameworks, and decision‑support surfaces that CS leadership relies on to evaluate performance, shape operational planning, and drive customer‑facing product improvements. You will join a team of data engineers, BIEs, and analysts who own the full analytics lifecycle for CXP, from clickstream ingestion through semantic modeling to VP‑level dashboards.
Responsibilities
- Engage closely with Engineers, Scientists, and Data Engineers on developing BI and analytics solutions to support customer‑facing CS products.
- Support A/B experiment feature testing and analysis.
- Build and analyze key metrics to uncover trends and root causes of issues.
- Own the design, development, and maintenance of data pipelines, metrics, reports, visualizations, analyses, and dashboards that drive business decisions.
- Help define requirements around customer service interactions and establish actionable insights.
- Apply generative AI tools and techniques (e.g., LLM‑based summarization, natural language querying, automated insight generation) to improve analytics productivity and stakeholder self‑service capabilities.
- Partner with cross‑functional teams to instrument new data collection, close measurement gaps, and build unified views of customer journeys across products and channels.
Basic Qualifications
- 3+ years of analyzing and interpreting data with Redshift, Oracle, NoSQL, or similar technologies.
- 3+ years of SQL, ETL, or Oracle experience.
- 1+ years of processing large, multi‑dimensional datasets from multiple sources.
- Bachelor’s degree or foreign equivalent in Computer Science, Engineering, Mathematics, Statistics, Economics, or a related field.
- Experience with statistical analysis packages such as R, SAS, or MATLAB.
Preferred Qualifications
- Experience with AWS solutions such as EC2, DynamoDB, S3, and Redshift.
- Experience in data mining, ETL, and using databases in a business environment with large‑scale, complex datasets.
Benefits
- Comprehensive health insurance (medical, dental, vision, prescription).
- Basic Life & AD&D insurance with options for supplemental life plans.
- Employee Assistance Program (EAP) and mental health support.
- Medical Advice Line.
- Flexible Spending Accounts.
- Adoption and surrogacy reimbursement coverage.
- 401(k) matching.
- Paid time off and parental leave.
Pay
Base salary range: $99,500 – $160,000 USD annually (Seattle, WA). Total compensation may include sign‑on payments and restricted stock units (RSUs).