Senior Business Intelligence Engineer, Amazon Customer Service

Amazon"s mission is to be Earth"s most customer-centric company, and our Amazon Customer Service (CS) organization is an essential part of that mission. CS is one of the largest customer service organizations in the world with hundreds of thousands of associates providing support 24/7 in over 22 languages.

The Network Solutions org within CS is building intelligent, adaptive systems that match customers to optimal experiences and continuously improve service quality at scale. The Journey Management (JM) Team within Network Solutions is looking for a Senior Business Intelligence Engineer to own the data modeling, analytics, and metrics infrastructure for Precision Match, the foundational capability that routes customers to the right support the first time for complete resolution. Journey Completion is the learning and corrective arm of Journey Management building Match Quality Intelligence that runs the flywheel to continuously refine matching quality and develops associates.

In this role, you will design analytics-ready data models that transform raw pipeline data into structured datasets enabling inspection of matching quality at scale. You will own executive-facing dashboards and automated reporting for P0 Precision Match metrics including First Contact Resolution Rate, Transfer Rate, repeat contact rates, and attribution breakdowns. You will build BI capabilities that enable cross-functional partners to inspect matching performance and surface actionable insights without ad-hoc manual analysis. You will partner with engineering and science teams to define metrics governance, ensure data fidelity, and establish sources of truth for Precision Match reporting.

The ideal candidate is a self-starter comfortable with ambiguity who communicates effectively across technical and non-technical teams and seeks to tell the story of the data with little direction.

Key job responsibilities

As the Senior Business Intelligence Engineer (BIE) for Journey Completion, you will be the single-threaded owner of the analytics and reporting infrastructure that powers Precision Match decision-making. You will operate at the intersection of data engineering, business intelligence, and product analytics, building systems that make matching performance visible, measurable, and actionable for leadership and cross-functional partners across a global CS network serving 500M+ annual contacts.

Data Modeling and Dataset Engineering

• Design and build analytics-ready data models transforming raw pipeline data from matching, routing, and contact resolution systems into structured, queryable datasets.
• Develop enriched datasets combining internal contact, associate, and routing data with attribution signals, applying data quality checks and ensuring source-to-consumption fidelity.
• Work with cross-functional stakeholders to define and maintain sources of truth for Precision Match metrics. Obsessively monitor data fidelity and own resolution when issues arise.

Executive Reporting and Dashboards

• Build and own executive-facing dashboards and automated reports (daily, weekly, monthly business reviews) for P0 Precision Match metrics and attribution breakdowns.
• Create standardized reporting and operational templates driving consistent metrics tracking across Journey Management leadership.

Analytics and Business Intelligence

• Develop analytics solutions enabling cross-functional partners to inspect matching performance, identify trends, and surface actionable insights at scale.
• Manipulate and mine data from Redshift, MySQL, and other sources to perform root cause analyses on matching failures, answer complex business questions, and surface new insights on routing quality and associate performance.
• Quantify Precision Match performance through attribution modeling distinguishing suboptimal matching from planning/supply factors and associate execution gaps.
• Lead business discussions to share insights, challenge status quo, and provide forward-looking recommendations to enable strategic decision making and growth of Precision Match.

AI-Enhanced Reporting

• Build AI-powered reporting solutions including LLM-assisted insights, automated narrative generation, and intelligent alerting extending what stakeholders can do independently with data.

Cross-Functional Partnership

• Partner with engineering and science teams on metrics governance and data capture at source.
• Translate complex business needs into clear data solutions across Journey Management, Precision Match science, and associate development teams.

About the team

You will be part of a Product and Technology team in Customer Service/ Network Solutions org building the intelligence to understand why a match results in a transfer or repeat contact, applying attribution logic that distinguishes suboptimal matching from planning/supply factors and associate execution gaps. You will work alongside SDEs, BIEs, Data Engineers, Scientists, TPMs, and Product Managers to build the closed-loop feedback system continuously optimizing matching and developing associates serving 500M+ annual contacts.