Senior Business Intelligence Engineer

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.
• 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.
• Build BI capabilities that enable cross-functional partners to inspect matching performance and surface actionable insights without ad-hoc manual analysis.
• 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.