Business Intelligence Engineer, Amazon Customer Service
Core
Build data infrastructure, metrics frameworks, and decision-support surfaces to measure and improve customer service interactions across chat, voice, bots, and digital self-service.
Role type
Business Intelligence Engineer (Data Engineering & Analytics)
Builds
Data pipelines, metrics, reports, visualizations, analyses, and dashboards for CS leadership and product teams
Domain
E-commerce / Customer Service / Data Engineering
Deliverable
production ML models | dashboards & analysis
Required skills
SQL, ETL, Redshift, Oracle, NoSQL, Statistical Analysis (R, SAS, Matlab), Large-scale dataset processing
Preferred skills
AWS solutions (EC2, DynamoDB, S3, Redshift), Data mining
Technologies
Redshift, Oracle, NoSQL, R, SAS, Matlab, AWS (EC2, DynamoDB, S3)
Responsibilities
Develop BI and analytics solutions for customer-facing products; Support A/B experiment feature testing and analysis; Build and analyze key metrics to uncover trends and root causes; Design and maintain data pipelines and dashboards; Define requirements for customer service interactions and establish actionable insights; Apply generative AI tools to improve analytics productivity; Partner with teams to instrument data collection and build unified customer journey views
Seniority
Mid-level, hands-on IC
