Business Intel Engineer, Contact Forecasting

Have you ever thought about what it takes to deliver high quality customer service at optimal cost? What would you do to take one of the best customer service organizations in the world to the next level? Do you enjoy working in an entrepreneurial, fast paced environment, solving complex problems and delivering innovative solutions? Do you like to innovate and simplify?

The Worldwide Capacity Planning (WWCP) organization owns the end-to-end workforce planning and execution of Amazon's customer service network. Our forecasting, labor planning, scheduling, and real-time management solutions are responsible for the millions of daily decisions needed to provide efficient and frustration-free support to our customers around the world. We are looking for an experienced professional with excellent analytical skills and strong business acumen to join our Forecasting team.

As a BI Engineer of Forecasting, you will be responsible to develop, enhance, automate, and manage key datasets and analytical models to create actionable business insights and answer business questions. You will interface with business leaders to gather requirements and deliver automated end-to-end reporting solutions. You will present analysis and recommendations to senior leaders, using data-driven storytelling and influence to drive improvements in business operations and strategic change. You will collaborate with product management, software engineering, data science, data engineering, and business leaders to develop, test and deploy a wide range of statistical, econometric, and machine learning models. You will internalize our business, end-to-end, in order to determine appropriate KPIs and perform analysis to understand the impacts of business initiatives. You will define key business metrics, develop automated dashboards and self-service analytic capabilities, and engineer data-driven processes that drive business value. This is a high impact role with goals that directly impacts the bottom line of the business. Accurate forecasts drive improvements in cost and quality of our customer service on a global scale.

This role requires a delicate balance in delivering BI and Data oriented solutions that are statistically grounded, but also explainable operationally - business leaders must be able to understand what variables impact forecast variance and how they should respond tactically. This is a high visibility role with heavy interaction with senior leadership. Analytical ingenuity and leadership, business acumen, effective communication abilities, and the ability to work effectively with cross-functional leaders in a fast-paced environment are critical skills for this role.

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

Nashville, TN, USA

Basic Qualifications

- 3+ years of analyzing and interpreting data with Redshift, Oracle, NoSQL etc. experience
- Experience with data visualization using Tableau, Quicksight, or similar tools
- Experience with data modeling, warehousing and building ETL pipelines
- Experience in Statistical Analysis packages such as R, SAS and Matlab
- Experience using SQL to pull data from a database or data warehouse and scripting experience (Python) to process data for modeling

Preferred Qualifications

- Experience with AWS solutions such as EC2, DynamoDB, S3, and Redshift
- Experience in data mining, ETL, etc. and using databases in a business environment with large-scale, complex 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 $79,600/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. Applicants should apply via our internal or external career site.