Business Intelligence Engineer, Customer Service Technology

Amazon.com is broadly recognized as #1 in Customer Service in the US and abroad. At Amazon, we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Engagement Technology (CET) department. CET owns the technology to support and enhance our Customer Service Operations network through our Self-Service and Automation features, and various client applications.

Amazon seeks a Business Intelligence Engineer to help promote the adoption of Data-Backed Experimentation and Analytics in Customer Service. We are a customer-obsessed team looking for someone who adheres to the highest data quality and governance standards, and can provide clear direction when surrounded by ambiguity.

Key job responsibilities

As a Business Intelligence Engineer, you will support an emerging charter to enable experimentation and self-service analytics within Amazon's worldwide Customer Service organization. You will:

Design experiments of new software features by partnering with Product and Program Management teams

Define necessary success metrics and build the required data pipelines

Develop reporting and processes to enable self-service analytics by partnering with a worldwide team of Customer Service leaders

Introduce cloud technologies (such as AWS) to solve challenging problems related to warehousing large datasets, high-availability data visualization, and data self-service

Design and implement a reporting ecosystem and standards by working closely with technical managers, operations, and business leads

A day in the life

Customer Obsession: Achieve consensus on the inputs and associated success metrics that drive best-in-class Customer Service.

Earn Trust: Partner with the Operations, Finance, and Data Science teams to establish the interaction model(s) necessary to drive data-backed business decision-making.

Are Right, A Lot: Introduce analytical standards for data availability, quality, and visualizations; Develop mechanisms to detect and remediate defects and deviations.

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!

Benefits Summary:

Amazon offers a full range of benefits that support you and eligible family members, including domestic partners and their children. Benefits can vary by location, the number of regularly scheduled hours you work, length of employment, and job s

About the team

The charter of the Business Intelligence team is to enable analytical insights about the usage, performance, and delivery of software. We accomplish this in four ways:

We publish and maintain the events standard and data enrichment layer used by customers and external partners to understand and describe activity.

We build and maintain self-service reports to enable users to independently measure performance across standard Operational Metrics and view the results segmented across common dimensions.

We enable insights by supporting hypothesis testing and maintaining self-service test-and-learn architectures.

We enable business decision-making by supporting run-of-business analytics.

Basic Qualifications

3+ years of analyzing and interpreting data with Redshift, Oracle, NoSQL etc. experience

Experience with data visualization using Tableau, Quicksight, or similar tools

Experience with data modeling, warehousing and building ETL pipelines

Experience with forecasting and statistical analysis

Experience using SQL to pull data from a database or data warehouse and scripting experience (Python) to process data for modeling

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 committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, 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.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $89,600/year in our lowest geographic market up to $185,000/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information,

please visit

https://www.aboutamazon.com/workplace/employee-benefits . This position will remain posted until filled. Applicants should apply via our internal or external career site.