Data Engineer, Customer Engagement Technology

Amazon.com is broadly recognized as number one in customer service in the US and abroad. At Amazon, we drive innovation and customer obsession into everything we do, and this is especially true in the Customer Engagement Technology (CET) department. CET owns the technology to support and enhance our customer service operations network through our self-service and automation features and various client applications.

Amazon seeks a Data Engineer to help build the data infrastructure that backs experimentation 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 provides clear direction when faced with ambiguity.

Key job responsibilities
As a Data Engineer, you will support an emerging charter to enable experimentation and self-service analytics within Amazon's worldwide Customer Service organization.

Strategic Data Advisory:
- Partner with product and technical stakeholders to define optimal data emission patterns
- Provide expert guidance on data architecture to support diverse use cases from basic analytics to GenAI applications
- Develop deep understanding of product features and existing data landscape to identify enrichment opportunities
- Design data models that accommodate both expert users (data scientists, ML engineers) and non-expert users (analysts, business users)
- Drive standardization of data practices across multiple product teams

Data Architecture & Platform:
- Lead the design and implementation of a scalable, department-wide data platform
- Architect data pipelines that support real-time and batch processing needs
- Build foundational tables optimized for various consumption patterns (AI/ML, analytics, reporting)
- Ensure data platform meets security, governance, and compliance requirements
- Implement data quality frameworks and monitoring systems

Technical Leadership:
- Guide teams on best practices for data emission and integration
- Design data models that balance immediate needs with long-term extensibility
- Establish patterns for data discovery and self-service access

A day in the life
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!

Benefits Summary:
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

About the team
The Business Intelligence team's charter is to provide analytical insights on customer contact handling software usage and performance. We achieve this through:
- Maintaining the events standard and data enrichment layer for contact handling.
- Creating self-service reports for users to measure operational performance across standard metrics and dimensions.
- Supporting business decision-making through analytics, hypothesis testing, and self-service test-and-learn architectures.
- Automating data flows for Product Operations' data-backed services.