Principal Business Intelligence Engineer, Amazon Customer Service

Customer Experience Products (CXP) is the technology organization behind Amazon's 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 world's 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 CXP's 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.

Basic qualifications

- 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

- Bachelor's degree in Computer Science, Engineering, Mathematics, Statistics, Economics, or a related field

Preferred qualifications

- Master's 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 https://amazon.jobs/content/en/how-we-hire/accommodations for more information. If the country/region you’re applying in isn’t 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 https://amazon.jobs/en/benefits.

USA, WA, Seattle - 155,100.00 - 209,800.00 USD annually