Job Specifications
About Agoda
At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
Get to Know our Team:
The IT Infrastructure team operates all networks, servers, and storage platforms used to deliver services to Agoda’s customers. We support every product within the company, working with a wide range of systems and technology stacks. As part of the IT Infrastructure team, you’ll be working with over 25,000 server instances, one of the largest OpenStack private clouds in Asia, sophisticated Kubernetes-based compute engines, and a data platform capable of transporting and ingesting millions of data messages per second. Each of these opportunities - coupled with an open work environment - are a great way to gain experience on a modern and dynamic platform, constantly evolving to adapt to changes in the business landscape.
The opportunity:
In this role as Senior System Engineer (Contact Center Developer), you will lead the design, development and maintenance of advanced Contact Center solutions and Telephony Platform (Infrastructure) for a global contact center with approximately 2000 concurrent agents distributed across multiple locations of in-house agents and BPO agents (via VDI) around the world, leveraging your extensive software development expertise. This role involves not only technical proficiency but also leadership and mentoring responsibilities, guiding engineers on a virtual team with members located around the world.
In this Role, You’ll Get to:
Lead the design of complex and strategic Contact center solutions, ensuring to align with the organization’s goals and customer experience objectives.
Build and maintain custom applications, integrations and automations.
Mentor and provide technical guidance to engineers, fostering their growth and development with documentation and knowledge sharing.
Ensure solutions follow security best practices and comply with data privacy regulations.
Optimize system and application performance and implement proactive monitoring and alarming to identify potential issues.
Collaborate with developers, network engineers, system administrators, operations, vendors, and business users to deliver integrated solutions.
Continuous Learning, stay updated with industry trends and emerging technologies related to contact center solutions and development practices.
What you’ll Need to Succeed:
Minimum 5 years’ experience with Contact center solutions (e.g., Genesys, AWS Amazon Connect, Five9 and Verint).
Strong background in software development and automation for Contact center technologies (e.g., Java, JavaScript, .NET).
Excellent problem solving and troubleshooting skills.
Good communication and collaboration in English skills.
Good leadership and mentoring skills.
High attention to detail and quality.
It’s great if you have:
Background and knowledge in developing AI solutions for contact center.
Familiarity with unified communication, workforce management, recording and system integration including expertise in APIs and SDKs.
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About the Company
At Agoda, we bridge the world through travel. We aim to make it easy and rewarding for more travelers to explore and experience the amazing world we live in. We do so by enabling more people to see the world for less – with our best-value deals across our 4,700,000+ hotels and holiday properties, 130,000+ flight routes, 300,000+ activities, and more.
Agoda was founded in 2005 in Thailand by two lifelong friends with a shared passion for travel. Today, Agoda is part of Booking Holdings [BKNG], and we have more than 7,000 em...
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