Sr. Business Intelligence Engineer, Customer Service Technology
Amazon
DESCRIPTION
Amazon seeks a Senior Business Intelligence Engineer to lead metrics 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 Senior Business Intelligence Engineer, you will support an emerging charter to enable a single content knowledge repository, generating accurate and consistent customer experiences. You will lead metrics and analytics for how CS knowledge is performing for customers within Amazon's worldwide Customer Service organization. You will:
- Design experiments for new software features through 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 through partnering with a worldwide team of customer service leaders
- Leverage cloud technologies (such as AWS) to solve challenging problems related to data warehousing of large datasets, high-availability data visualization, and data self-service
- Design and implement a reporting ecosystem and standards through working closely with technical managers, operations, and business leads
A day in the life
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
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!
About the team
This role sits on a team within the Customer Engagement Technology (CET) Team. The CS Knowledge team's vision is a world where customer and associate-facing CS content is always relevant, accurate, complete, and fresh, served up in the most effective way across channels (e.g., CS self-service and human-assisted channels, Rufus, Alexa, and Google search). CS Knowledge will achieve this by shifting the paradigm for content creation and maintenance, moving away from an output-driven approach based on static content types, to a trusted set of artifacts about Amazon products, services, and policies that are used to generate accurate, consistent, and personalized content in any form.