Data Engineer – Advanced Analytics for Customer Service

About the role

Amazon's Customer Service (CS) department is looking for a Data Engineer II to join the Data Analytics Support Hub (DASH) Advanced Analytics team. You will design, build, and own production‑grade data pipelines that enable diagnostic and predictive analytics for worldwide customer‑service journeys.

Key responsibilities

• Build and maintain end‑to‑end production pipelines for transcript ingestion, multi‑contact journey threading, feature‑table generation, and model‑serving datasets.
• Integrate Q&E pipelines with central infrastructure, including Data Stream Service (DSS), to reduce validation latency from 24‑36 hours to near‑real‑time.
• Scale prototype solutions into certified, maintainable production workflows and own dataset quality, lineage, freshness SLAs, backfills, and alerting.
• Develop secure, App‑Security‑red‑certified transcript prototyping infrastructure for Business Intelligence Engineers and Data Scientists.
• Productionize LLM‑based diagnostic outputs for automated “why” analysis and self‑service deep dives.
• Drive security and risk reviews (Shepherd, App Security, Legal, Threat Models) and ensure ASR certification for all deployments.
• Perform code reviews in CRUX and contribute to engineering standards and reusable component libraries.

Required profile

• Proven experience in data engineering, data modeling, warehousing, and building large‑scale ETL pipelines.
• Master’s degree in Computer Science, Engineering, Analytics, Mathematics, Statistics, IT or a related field.
• Track record of manipulating, processing, and extracting value from massive datasets.
• Strong understanding of software‑engineering best practices across the full development lifecycle.

Required skills

• Data engineering
• Data modeling
• Data warehousing
• ETL pipeline development
• Large‑scale transcript ingestion
• Multi‑contact journey analytics
• LLM‑based diagnostic pipelines
• Data Stream Service (DSS) integration
• Dataset quality, lineage, and freshness management
• Code review (CRUX) and engineering standards adherence

What we offer

• Opportunity to work on global‑scale analytics impacting Amazon’s customer experience.
• Access to cutting‑edge technologies and cross‑functional collaboration.
• Competitive compensation and benefits package.