Senior Business Intelligence Engineer, Amazon Customer Service

Job summary

DESCRIPTION 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.

Benefits

Qualifications

• The Network Solutions org within CS is building intelligent, adaptive systems that match customers to optimal experiences and continuously improve service quality at scale.
• 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
• PREFERRED
• Experience working directly with business stakeholders to translate between data and business needs
• Experience managing, analyzing and communicating results to senior leadership
• Experience programming to extract, transform and clean large (multi-TB) data sets
• Experience with AWS
• and location.

Responsibilities

• In this role, you will design analytics-ready data models that transform raw pipeline data into structured datasets enabling inspection of matching quality at scale.
• You will own executive-facing dashboards and automated reporting for P0 Precision Match metrics including First Contact Resolution Rate, Transfer Rate, repeat contact rates, and attribution breakdowns.
• You will build BI capabilities that enable cross-functional partners to inspect matching performance and surface actionable insights without ad-hoc manual analysis.
• You will partner with engineering and science teams to define metrics governance, ensure data fidelity, and establish sources of truth for Precision Match reporting.
• As the Senior Business Intelligence Engineer (BIE) for Journey Completion, you will be the single-threaded owner of the analytics and reporting infrastructure that powers Precision Match decision-making.
• Data Modeling and Dataset Engineering
• 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.
• Executive Reporting and Dashboards
• Build and own executive-facing dashboards and automated reports (daily, weekly, monthly business reviews) for P0 Precision Match metrics and attribution breakdowns.

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