Amazon.com is broadly recognized as No. 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 for 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 data warehousing for 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 leaders
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:
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We publish and maintain the events standard and data enrichment layer used by customers and external partners to understand and describe activities.
- 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 day-to-day business analytics.
