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.