Business Intelligence Engineer, Amazon Customer Service

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 BIEs sit at the intersection of data engineering, analytics, and product: we build the data infrastructure, metrics frameworks, and decision-support surfaces that CS leadership relies 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 own the full analytics lifecycle for CXP. From clickstream ingestion through semantic modeling to VP-level dashboards, the work you do here directly shapes how Amazon understands and improves the customer service experience.

Key job 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 ongoing data pipelines, metrics, reports, visualizations, analyses, and dashboards to drive business decisions
- Help define requirements around customer service interactions and establish actionable insights
- Apply generative AI tools and techniques (such as LLM-based summarization, natural language querying, and 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

A day in the life
We thrive on solving challenging problems to innovate for our customers. By pushing the boundaries of technology, we create unparalleled experiences that enable us to rapidly adapt in a dynamic environment. Our decisions are guided by data, and we collaborate with engineering, science, and product teams to foster an innovative learning environment.

If you are not sure that every qualification on the list above describes you exactly, we'd still love to hear from you. At Amazon, we value people with unique backgrounds, experiences, and skillsets. If you're passionate about this role and want to make an impact on a global scale, please apply.

Basic Qualifications

- 3+ years of analyzing and interpreting data with Redshift, Oracle, NoSQL etc. experience
- 3+ years of SQL, ETL or Oracle experience
- 1+ years of processing large, multi-dimensional datasets from multiple sources experience
- Bachelor's degree or foreign equivalent in Computer Science, Engineering, Mathematics, Statistics, Economics, or a related field
- Experience in Statistical Analysis packages such as R, SAS and Matlab

Preferred Qualifications

- Experience with AWS solutions such as EC2, DynamoDB, S3, and Redshift
- Experience in data mining, ETL, etc. and using databases in a business environment with large-scale, complex datasets

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status, disability, or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process, including support for the interview or onboarding process, please visit https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t listed, please contact your Recruiting Partner.

The base salary range for this position is listed below. 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. 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. Learn more about our benefits at https://amazon.jobs/en/benefits.

USA, WA, Seattle - 99,500.00 - 160,000.00 USD annually