Principal Business Intelligence Engineer, Amazon Customer Service

Customer Experience Products (CXP) is the technology organization behind Amazons customer service building and managing the self service tooling chatbot and voicebot experiences and quick resolution paths that help customers solve problems faster. The CXP Data & Analytics team exists to answer a foundational question: who is our customer what do they need and how do we serve them better We own the end to end data ecosystem that enables scientists product managers and business leaders across CXP to understand customer journeys measure operational performance and build the personalized intelligent support models that define the future of customer service at Amazon scale.

We are looking for a Principal Business Intelligence Engineer to set the technical vision for how CXP creates value from data. You will architect the data systems and governance frameworks that underpin a VP level organization define what data as a product means in practice for CXP and tackle the hardest analytical challenges head on: defining who our customer is mapping the full customer journey across channels building the data foundations for personalized support models ensuring metric integrity at scale and designing the integration patterns that connect traditional BI to GenAI and ML powered automation. You will influence across science product and engineering teams mentor a team of BIEs and present strategy directly to senior leadership. If you want to shape how one of the worlds largest customer service organizations understands its customers and transforms every interaction this is the role.

Key job responsibilities
- Define the customer and map the journey. Build the data models and analytical frameworks that give CXP a unified view of the customer journey across every channel (chat voice home page).

- Build the data foundation for personalized support. Own the curated data products (customer profiles interaction histories intent signals resolution patterns) that enable CXP to tailor the experience based on customer context.

- Own the technical architecture and roadmap for CXPs analytics data ecosystem including pipeline orchestration schema design data quality monitoring and the integration layer feeding BI and AI/ML systems.

- Operationalize data as a product with clear ownership freshness SLAs lineage and governance standards that scale across multiple director organizations.

- Drive metric integrity by establishing canonical definitions reconciling data sources and building validation frameworks leadership can trust.

- Lead cross functional alignment with Science Product and Engineering teams on data modeling standards and integration patterns.

- Make high judgment technical decisions on modeling trade offs build vs. buy and cost/performance optimization.

- Mentor and raise the bar for a team of BIEs in analytics best practices governance and AI/ML application.

- Communicate strategy to Director and VP level leadership through narratives and design documents.

- 10 years of business intelligence and analytics experience
- Experience in building analytic or scientific data products or solutions
- Experience building measures and metrics and developing reporting solutions
- Experience coding in scripting languages such as Python R Matlab or STATA
- Experience in Redshift or experience in Hive/Spark/Hbase/Yarn and experience in any Bigdata architecture
- Bachelors degree in Computer Science Engineering Mathematics Statistics Economics or a related field

- Masters degree in an advanced technical degree field
- 5 years of working with Data & AI related technologies including but not limited to AI/ML (Artificial Intelligence/Machine Learning) GenAI (Generative AI) Analytics Database and/or Storage experience
- Experience in data warehouse technical architectures data modeling infrastructure components ETL/ ELT and reporting/analytic tools and environments data structures and hands-on SQL coding
- Experience building cross-functional partnerships and influencing stakeholders across the organization to act without having a direct reporting relationship
- Experience in written and verbal communication with the ability to present complex technical information in a clear and concise manner to executives and non-technical leaders
- Experience with customer journey analytics or customer experience domains

Amazon is an equal opportunity employer and does not discriminate on the basis of protected veteran status disability or other legally protected status.

Our inclusive culture empowers Amazonians to deliver the best results for our customers. If you have a disability and need a workplace accommodation or adjustment during the application and hiring process including support for the interview or onboarding process please visit for more information. If the country/region youre applying in isnt listed please contact your Recruiting Partner.

The base salary range for this position is listed below. Your Amazon package will include sign-on payments and restricted stock units (RSUs). Final compensation will be determined based on factors including experience qualifications and location. Amazon also offers comprehensive benefits including health insurance (medical dental vision prescription Basic Life & AD&D insurance and option for Supplemental life plans EAP Mental Health Support Medical Advice Line Flexible Spending Accounts Adoption and Surrogacy Reimbursement coverage) 401(k) matching paid time off and parental leave. Learn more about our benefits at WA Seattle - 155100.00 - 209800.00 USD annually