"We see our customers as invited guests to a party, and we are the hosts. It's our job every day to make every important aspect of the customer experience a little bit better." - Jeff Bezos, Founder & CEO.
We didn’t make Amazon a trillion-dollar company, our customers did and we want to ensure that our customers always have a positive experience that keeps them coming back to Amazon. To help achieve this, the Worldwide Defect Elimination (WWDE) team relentlessly focuses on maintaining customer trust by building products that offer appropriate resolutions to resolve issues faced by our customers. WWDE engineers solve complex problems and build scalable, innovative solutions to help our customers navigate through issues and eliminate systemic defects to prevent future issues.
The Voice of Customer (VoC) team builds Amazon’s flagship suite of VoC products, connecting internal employees with their customer experience (CX) data and insights. We leverage sophisticated machine learning (ML) models and generative artificial intelligence (GenAI) to transform billions of unique customer interactions into simple and actionable CX opportunities. Our applications provide intuitive search and visualization capabilities for users to deep dive these opportunities and report on the CX health of their business. Additionally, we build automated real-time systems to identify systemic defects, detect the root cause and route to accountable internal owners for resolution. In 2025, our team has an exciting roadmap to:
- Centrally codify all customer-reported issues and automatically detect root-cause and ownership through ML
- Expand GenAI capabilities within our tools to automate detection and investigation of customer defects
- Expand customer feedback coverage, including multi modal support and self-service on boarding
- Improve observability and measurement of the Amazon VoC mechanism (across our tools and federated dependencies).
As a Data Engineer, you will partner with Software Developers, Business Intelligence Engineers, Scientists, and Program Managers to develop scalable and maintainable data pipelines on both structured and unstructured (text based) data. This candidate should have strong business judgment, good sense of architectural design, written/documentation skills, and experience with big data technologies (Spark/Hive, Redshift, EMR, +Other AWS technologies). This role involves both overseeing existing pipelines as well as developing brand new ones for ML. The operating environment is fast paced and dynamic, however has a strong team and welcoming culture. To thrive, the ideal candidate must be detail oriented, enthusiastic and flexible, and in return they will gain tremendous experience with the latest in big data technologies as well as exposure (as desired) to statistical and Natural Language modeling through collaboration with scientists on global issue detection models and development.
A day in the life
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!
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 status such as seasonal or temporary employment. The benefits that generally apply to regular, full-time employees include:
1. Medical, Dental, and Vision Coverage
2. Maternity and Parental Leave Options
3. Paid Time Off (PTO)
4. 401(k) Plan
