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Description

The Worldwide Defect Elimination (WWDE) Science team in Amazon Customer Service builds state-of-the-art AI models to enable defect-free shopping experiences for Amazon customers. We develop technology and mechanisms to discover, root cause, measure, and escalate defects for resolution before they impact a broader range of customers. We are looking for a creative problem solver and technically-skilled Business Intelligence Engineer to join our dynamic Science team.

The ideal candidate will help us build data pipelines, develop robust metrics, deliver deep-dive analysis, and provide prompt engineering support for GenAI projects in Voice-of-Customer discovery. This role requires an individual with strong business judgment and excellent analytical abilities, who works closely with science, engineering, and business partners. If you have knack for leveraging AI to translate complex data insights into actionable strategies and can communicate these effectively to both technical and non-technical audiences, we'd love to hear from you!

Key job responsibilities

• Apply data analytics to extract actionable insights from large volumes and varying modalities of customer feedback

• Engineer prompts for exercising Large Language Models (LLM) to support GenAI science projects

• Design and implement metrics and dashboards to assess the effectiveness of AI models

• Present deep dives and analysis to both technical and non-technical stakeholders, ensuring clarity and understanding.

• Perform statistical analysis and statistical tests including hypothesis testing and A/B testing

• Recognize and adopt best practices in reporting and analysis: data integrity, test design, analysis, validation, and documentation

A day in the life

In this role, you will work closely with science, engineering, and product teams to build data analytics pipelines, develop and implement science model evaluation metrics, and support GenAI projects in Voice-of-Customer discovery with prompt engineering tasks.

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!

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 Worldwide Defect Elimination (WWDE) team in Customer Service carries the mission of identifying, measuring, and resolving defects in Amazon customer experiences. Within this scope, Defect Elimination Science team has been building AI models for discovering customer experience defects reported in customer feedback, as well as root causing, measuring, delegating, and tracking the resolution of those defects.

Basic Qualifications

• Bachelor's degree in BI, finance, engineering, statistics, computer science, mathematics, finance or equivalent quantitative field

• 2+ years of analyzing and interpreting data with Redshift, Oracle, NoSQL etc. experience

• Knowledge of SQL and data warehousing concepts

• Strong statistical analysis, critical thinking, and problem-solving skills

• Exceptional communication and storytelling skills to convey complex ideas to technical and non-technical audiences

Preferred Qualifications

• Master's degree in sciences, engineering, finance or equivalent

• Basic knowledge and understanding of Machine Learning, Generative AI models, and Large Language Model prompting strategies

• Strong understanding of A/B testing, sampling methodologies, descriptive and inferential statistics

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 $89,600/year in our lowest geographic market up to $185,000/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.