דרושים Business Analyst Account Health Support ב-אמזון ב-United States, Arizona, Tempe

The SPTO Tools Program team is responsible for the customer relations management tools and technology used in the day to day operations at Amazon. The team is also responsible for reducing the cost to serve or operational expense for a contact, by automating wherever possible and optimizing the experience where manual interventions are needed. The team leverages CRM tools developed inhouse by Amazon to deliver the service and associated goals. As a Support Engineer, you will be responsible for analyzing operational processes to design, develop, test, launch and continuously improve high quality self-service software products called Paramount workflows and AWS Connect Contact Flows. You will work with the Selling Partner Trust Operations (SPTO) Organization to understand their business models and generate technical requirements supported by program technology. You will work cross functionally with Operations, Product Managers, Software Engineers, Business Analysts, Data Scientists and Program Managers on medium to large scale projects ensuring clear communication of project status, timelines and any challenges in Product Delivery. In addition, you will develop ownership of support engineering processes to improve the product development lifecycle of CRM Tools.Key job responsibilities
• Engage with operations, product, development, and program stakeholders to document requirements, create functional specifications and generate process maps.
• Design, develop, test, launch and improve self-service software products such as Paramount workflows.
• Operate as a Subject Matter Expert on Amazon’s internal authoring application and workflow engine to develop Paramount workflows.
• Engage with software development teams to understand and guide evolving program technology.
• Deep dive technical product or operational issues to propose and implement simple and effective solutions.
• Develop efficient solutions through low and medium complexity code implementations, either by integrating existing APIs or creating new APIs to harness the capabilities of Large Language Models (LLMs).
• Work directly with engineering teams to ensure that customer issues are resolved as expediently as possible and root causes are addressed utilizing continuous improvement methodologies.
• Drive the team to improve operational efficiency for all services through the identification and development of SLAs, metrics, monitors, procedures, tools, and documentation.
• Complete analysis and present periodic reviews of operational performance and KPIs.
• Think proactively and work to prevent support issues before they are realized.A day in the life

- 4+ years of software development, or 4+ years of technical support experience
- Experience troubleshooting and debugging technical systems
- Experience in agile/scrum or related collaborative workflow
- Experience with automatic contact routing, VoIP and any contact center case management tools
- Bachelor's degree in computer science, engineering, mathematics or equivalent, or Master's degree

- Experience in cloud based solution (AWS or equivalent), system, network and operating system
- Knowledge of web services, distributed systems, and web application development.
- Experience with programming/mark up/scripting languages (Java, JavaScript, Ruby, SQL, Markdown, HTML and CSS).
- Experience with developing and integrating Agentic AI solutions.

- Bachelor's degree in Business, Analytics, Computer Science, or related field
- 5+ year’s experience in data analytics with advanced Excel proficiency (VBA, pivot tables, array functions, power pivots)
- 3+ years hands-on experience with data visualization tools (Tableau, Quicksight, or Power BI)
- Strong SQL proficiency and experience working with large datasets
- Demonstrated experience in requirements gathering and metrics-driven analysis
- Track record of translating complex data into actionable business recommendations
- Experience collaborating with cross-functional teams and influencing senior stakeholders
- Background in automation and process improvement initiatives
- Strong problem-solving and analytical skills with attention to detail
- Excellent written and verbal communication skills
- Experience with AI/ML tools and automated workflow development

Key job responsibilities

- 5+ years of business intelligence and analytics experience
- 5+ years of delivering results managing a business intelligence or analytics team, including employee development and performance management experience
- Experience with SQL
- Experience with ETL
- Experience with data visualization using Tableau, Quicksight, or similar tools
- Experience with R, Python, Weka, SAS, Matlab or other statistical/machine learning software
- Bachelor's degree in Mathematics, Statistics, Economics, Engineering, or a related business/analytical disciplines

- 4+ years of working with very large data warehousing environment experience
- 10+ years of data warehouse technical architectures, data modeling, infrastructure components, ETL/ ELT and reporting/analytic tools and environments, data structures and hands-on SQL coding experience
- 7+ years of business intelligence and analytics experience

This is a technical lead role responsible to design, implement and scale: (1) Security and Governance to protect sensitive data, define access controls ensuring compliance with regulatory requirements, (2) Permissions strategy, (3) Policies and procedures for other engineers to ensure published content meets quality and performance benchmarks, and (4) DevOps and ML Ops. The role will also drive collaboration among BI engineers and foster knowledge sharing and act as a SPOC for the data engineering teams.Key job responsibilities
- Optimize and organize data pipelines into the visualization environment (QuickSight); contribute to data design, data modelling and data extracts/transforms.
- Build and manage ML pipelines, adapting CI/CD practices, model deployment, orchestration.- Define technical requirements for Data Engineering teams.
- Work in a genuinely global environment.

- Bachelor's degree in Computer Science, Engineering, Math, Finance, or related discipline.
- Professional experience working with large data sets and writing complex SQL queries to pull data.
- Relevant experience in a BI Engineer or Systems Admin role.
- Python mastery.
- Understanding of DevOps and ML Ops Concepts, version control, CI/CD pipelines, testing and monitoring, infrastructure automation.
- Ability to display complex quantitative data in a simple, intuitive format and to present findings in a clear and concise manner.
- Excellent communication (verbal and written) and interpersonal skills.

Our environment is deadline driven and fast paced and therefore requires detail-oriented individuals comfortable interacting or working with multiple teams (business and technical). As you further your career as a Business Intelligence Manager, you will focus on improving corporate reporting frameworks and data visualization. You will build capacity solutions for the growing managed businesses. You will solve real world problems and build metrics and business cases to improve decision making.Key job responsibilities
- Centralize reporting and synthesize insights to deliver predictive insights and recommendations for optimization.
- Build solutions and drive strategies for organizational wide operational excellence and operational programs to evolve day to day reporting mechanisms.- Work with software developers / data engineers to improve data quality and drive operational excellence for data ingestion, transformation and publication to ensure confidence in the systems we build.- Be a “do-er” as well as a leader.

- 10+ years of professional or military experience
- 5+ years of SQL experience
- Experience programming to extract, transform and clean large (multi-TB) data sets
- Experience with theory and practice of design of experiments and statistical analysis of results
- Experience with AWS technologies
- Experience in scripting for automation (e.g. Python) and advanced SQL skills.
- Experience with theory and practice of information retrieval, data science, machine learning and data mining

What makes this role different?
1. Your solutions will cascade across 1000+ services, amplifying your impact exponentially
2. You'll solve some of the hardest problems of architecture, efficiency, and security
3. You will have full autonomy to experiment and innovate like a startup
4. You will regularly collaborate with multiple Principal Engineers to identify and solve systematic challenges
5. You will collaborate with broader Store Devices and Others (SDO) teams including campaign owner teams like Region Flexibility Engineering (RFE) to deliver tools and migration strategies
6. Your solutions will lay the foundation for setting 3 year architectural plan to solve CCIs for years to come

- 3+ years of non-internship professional software development experience
- 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- Experience programming with at least one software programming language
- Bachelor's degree or equivalent

- 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
- Bachelor's degree in computer science or equivalent

What makes this role different?
1. Your solutions will cascade across 1000+ services, amplifying your impact exponentially
2. You'll solve some of the hardest problems of architecture, efficiency, and security
3. You will have full autonomy to experiment and innovate like a startup
4. You will regularly collaborate with multiple Principal Engineers to identify and solve systematic challenges
5. You will collaborate with broader Store Devices and Others (SDO) teams including campaign owner teams like Region Flexibility Engineering (RFE) to deliver tools and migration strategies
6. Your solutions will lay the foundation for setting 3 year architectural plan to solve CCIs for years to come

- 3+ years of non-internship professional software development experience
- 2+ years of non-internship design or architecture (design patterns, reliability and scaling) of new and existing systems experience
- Experience programming with at least one software programming language
- Bachelor's degree or equivalent

- 3+ years of full software development life cycle, including coding standards, code reviews, source control management, build processes, testing, and operations experience
- Bachelor's degree in computer science or equivalent