Data Engineer – Advanced Analytics for Customer Service

About the role

Amazon's Customer Service (CS) department is looking for an experienced Data Engineer to join the Data Analytics Support Hub (DASH) Advanced Analytics team. The role focuses on building and owning production data infrastructure that enables diagnostic and predictive analytics for worldwide customer‑service journeys.

Key responsibilities

• Design, develop, and maintain production data pipelines for multi‑contact journey analytics, transcript ingestion at global scale, and model‑serving feature tables.
• Integrate Q&E pipelines with central infrastructure, reducing validation latency from 24‑36 hours to near‑real‑time signals.
• Own end‑to‑end data models, lineage, freshness SLAs, backfills, and alerting for the new KPI portfolio.
• Scale prototype pipelines into certified, maintainable production workloads.
• Build secure, scalable transcript prototyping infrastructure for Business Intelligence Engineers and Data Scientists.
• Productionize LLM‑based diagnostic outputs into reliable datasets for automated reporting.
• Drive security, legal, and compliance reviews for production deployment.
• Participate in code reviews and contribute to engineering standards and reusable components.

Required profile

• Master’s degree in Computer Science, Engineering, Analytics, Mathematics, Statistics, IT or equivalent.
• Proven experience as a Data Engineer or in a related role (software engineer, BI engineer, data scientist).
• Strong background in data modeling, warehousing, and building ETL pipelines.
• Familiarity with professional software‑engineering best practices and full software development life‑cycle.

Required skills

• Data engineering
• Data modeling
• Data warehousing
• ETL pipeline development
• Software engineering best practices
• Data Stream Service (DSS) integration