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Description

The Customer Engagement Technologies team within Worldwide Customer Service is seeking a highly skilled and motivated individual to help drive migrations from old legacy tools to Amazon Connect. This team is responsible for leading functional testing, triaging emerging issues, and developing new testing solutions. An ideal candidate is skilled at process development and documentation, as well as stakeholder management. You're a highly adept communicator, able to effectively draw alignment with a diverse set of stakeholders, and eliminate the root cause of defects within current systems.

Key job responsibilities

• Maintain constant communication with site operations, leadership, technology teams and other internal clients on status of customer experience across different business lines. This involves working with various tools which are used to obtain information required by the stakeholders.

• Plan and execute business testing prior to marketplace launches.

• Conduct root cause analysis of issues identified during testing and ensure that findings are effectively escalated to the appropriate teams.

• Deliver results according to project schedules while maintaining SLAs on velocity, productivity and quality.

• Handle exceptions wherein there is a deviation from launch plans to maintain business continuity.

• Generate and analyze metrics to identify problem areas. Suggest solutions or changes for improvement and amend SOPs once approved.

• Project Management, identify requirements and work with various teams to improve tools and suggest automation possibilities.

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”

We are open to hiring candidates to work out of one of the following locations:

Seattle, WA, USA

Basic Qualifications

• 1+ years of tax, finance or a related analytical field experience

• 2+ years of complex Excel VBA macros writing experience

• Bachelor's degree or equivalent

• Experience defining requirements and using data and metrics to draw business insights

• Experience with SQL or ETL

Preferred Qualifications

• Experience working with Tableau

• Experience using very large datasets

Amazon is committed to a diverse and inclusive workplace. Amazon is an equal opportunity employer and does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status. For individuals with disabilities who would like to request an accommodation, please visit https://www.amazon.jobs/en/disability/us.

Our compensation reflects the cost of labor across several US geographic markets. The base pay for this position ranges from $47,500/year in our lowest geographic market up to $107,400/year in our highest geographic market. Pay is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. Amazon is a total compensation company. Dependent on the position offered, equity, sign-on payments, and other forms of compensation may be provided as part of a total compensation package, in addition to a full range of medical, financial, and/or other benefits. For more information, please visit https://www.aboutamazon.com/workplace/employee-benefits. This position will remain posted until filled. Applicants should apply via our internal or external career site.