Senior Business Intelligence Engineer, Amazon Customer Service

About the role

Amazon's mission is to be Earth's most customer-centric company, and our Amazon Customer Service (CS) organization is an essential part of that mission. CS is one of the largest customer service organizations in the world with hundreds of thousands of associates providing support 24/7 in over 22 languages. The Network Solutions org within CS is building intelligent, adaptive systems that match customers to optimal experiences and continuously improve service quality at scale. The Journey Management (JM) Team within Network Solutions is looking for a Senior Business Intelligence Engineer to own the data modeling, analytics, and metrics infrastructure for Precision Match, the foundational capability that routes customers to the right support the first time for complete resolution.

Responsibilities

• Design and build analytics-ready data models transforming raw pipeline data from matching, routing, and contact resolution systems into structured, queryable datasets.
• Develop enriched datasets combining internal contact, associate, and routing data with attribution signals, applying data quality checks and ensuring source-to-consumption fidelity.
• Work with cross-functional stakeholders to define and maintain sources of truth for Precision Match metrics.
• Obsessively monitor data fidelity and own resolution when issues arise.
• Build and own executive-facing dashboards and automated reports (daily, weekly, monthly business reviews) for P0 Precision Match metrics and attribution breakdowns.
• Create standardized reporting and operational templates driving consistent metrics tracking across Journey Management leadership.
• Develop analytics solutions enabling cross-functional partners to inspect matching performance, identify trends, and surface actionable insights at scale.
• Manipulate and mine data from Redshift, MySQL, and other sources to perform root cause analyses on matching failures, answer complex business questions, and surface new insights on routing quality and associate performance.
• Quantify Precision Match performance through attribution modeling distinguishing suboptimal matching from planning/supply factors and associate execution gaps.
• Lead business discussions to share insights, challenge status quo, and provide forward-looking recommendations to enable strategic decision making and growth of Precision Match.
• Build AI-powered reporting solutions including LLM-assisted insights, automated narrative generation, and intelligent alerting extending what stakeholders can do independently with data.
• Partner with engineering and science teams on metrics governance and data capture at source. Translate complex business needs into clear data solutions across Journey Management, Precision Match science, and associate development teams.

Qualifications

• 1+ years of SQL, ETL or Oracle experience
• 1+ years of developing automated reporting experience
• 5+ years of as a Data Analyst, Data Engineer, Business Intelligence Analyst, or a related occupation experience
• Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, Statistics, Economics, or a related field
• Experience with theory and practice of information retrieval, data science, machine learning and data mining