Data Engineer, Associate Experience, Amazon Customer Service

About the role

Amazon Customer Service (CS) handles hundreds of millions of customer interactions every year. The Associate Experience team builds the technology that customer service associates use to resolve them: the contact handling workspace, AI-assisted resolution tools, and the systems that measure service quality. As a Data Engineer on this team, you will build the data foundation that measures how these products are helping us deliver customer service at scale, and how we can further improve them.

Responsibilities

• Design and build scalable ETL/ELT pipelines that ingest billions of daily interaction events from diverse sources, using AWS technologies such as Redshift, Glue, EMR, Kinesis, Lambda, and S3
• Design data models and schemas that make high-volume event data documented, queryable, and performant for analytics, science, and AI use cases
• Define and enforce data contracts, quality checks, and freshness SLAs adopted by engineering and science teams across the organization
• Build ML-ready datasets and feedback loops that power automated quality measurement, AI model training, and continuous improvement of associate tools
• Own monitoring, alerting, and observability for your pipelines, proactively identifying and resolving data quality issues before consumers are impacted
• Modernize existing data infrastructure, proposing architectural improvements that increase reliability, reduce cost, and improve performance
• Break down ambiguous business questions into concrete data deliverables, partnering with software engineers, applied scientists, and business intelligence engineers
• Use GenAI tools to automate pipeline operations and accelerate your own development workflows

About The Team

We are a multidisciplinary team of data engineers and scientists within the Associate Experience organization in Amazon Customer Service. Our organization builds the technology customer service associates use every day: the contact handling workspace, AI-assisted resolution tools, and the systems that measure service quality.

Qualifications

• 3+ years of data engineering experience
• 2+ years of developing and operating large-scale data structures for business intelligence analytics using data modeling experience
• 3+ years of developing and operating large-scale data structures for business intelligence analytics using SQL experience
• Bachelor's degree or foreign equivalent in Computer Science, Engineering, Information Systems, Mathematics, or a related field
• Experience in at least one modern scripting or programming language, such as Python, Java, Scala, or NodeJS

Preferred Qualifications

• Experience with AWS technologies like Redshift, S3, AWS Glue, EMR, Kinesis, FireHose, Lambda, and IAM roles and permissions
• Experience with non-relational databases / data stores (object storage, document or key-value stores, graph databases, column-family databases)
• Experience with big data technologies such as: Hadoop, Hive, Spark, EMR
• Experience with data modeling, warehousing and building ETL pipelines

Pay

The base salary range for this position is $132,100.00 - $178,800.00 USD annually. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience, qualifications, and location.

Benefits

Amazon also offers comprehensive benefits including 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, and parental leave.