Data Engineer , Amazon Customer Service
About the role
Customer Experience Products (CXP) is part of Amazon's Customer Service (CS) organization, responsible for the data infrastructure that powers measurement, analytics, and automation across every customer service interaction — chat, voice, bots, and digital self-service. Our Data Engineers own the foundational data layer that BIEs, scientists, and product teams rely on to evaluate performance, shape OP planning, and drive customer-facing product improvements. You will join a team of data engineers, BIEs, and analysts who build and maintain the pipelines, schemas, and data platforms that underpin CXP's analytics ecosystem. The data you deliver directly shapes how Amazon understands and improves the customer service experience at scale — from customer journey funnels and resolver efficacy measurement to WBR automation and contact-reduction quantification. The team currently drives high-impact data engineering initiatives including migration to Gold Schema datasets, Datanet-to-Andes pipeline modernization, Panorama table consolidation, and cross-channel metrics unification. You will own meaningful data infrastructure workstreams from day one.
Location: Seattle, WA, USA. Company: Amazon.com Services LLC.
Responsibilities
- Design and implement logical and physical data models for complex, large-scale datasets that drive downstream analytics, WBR reporting, and self-service BI infrastructure across CXP verticals (CFS, CX-STAR, Concessions/CAP).
- Build and optimize data pipelines (ETL/ELT) for difficult and large-scale datasets using technologies such as AWS Glue, Spark, Redshift, and EMR.
- Own pipeline reliability for business-critical reporting surfaces including VP-level dashboards and weekly business review decks.
- Own data quality end-to-end. Establish SLAs, define data certification standards