Principal Business Intelligence Engineer, Amazon Customer Service

About the role

Customer Experience Products (CXP) is the technology organization behind Amazon's customer service, building and managing the self service tooling, chatbot and voicebot experiences, and quick resolution paths that help customers solve problems faster. The CXP Data & Analytics team exists to answer a foundational question: who is our customer, what do they need, and how do we serve them better? We own the end to end data ecosystem that enables scientists, product managers, and business leaders across CXP to understand customer journeys, measure operational performance, and build the personalized, intelligent support models that define the future of customer service at Amazon scale.

Responsibilities

• Define the customer and map the journey. Build the data models and analytical frameworks that give CXP a unified view of the customer journey across every channel (chat, voice, home page).
• Build the data foundation for personalized support. Own the curated data products (customer profiles, interaction histories, intent signals, resolution patterns) that enable CXP to tailor the experience based on customer context.
• Own the technical architecture and roadmap for CXP's analytics data ecosystem, including pipeline orchestration, schema design, data quality monitoring, and the integration layer feeding BI and AI/ML systems.