(Infra) Senior Systems Engineer - Contact Center Technology

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.

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. 

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.  

• 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 proactive monitor for 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 solution and development practices. 

• Minimum 5 years hands on experience with Amazon Connect Contact center solution 

• Telephony & Routing: Contact Flows: Build customized menus, routing logic, hours of operations, phone number management, overflow and retargeting, for different channels. 

• Agent Workspace: Contact Control Panel (CCP) and Agent Workspace configure and maintain. 

• AI & Automation include Lex and Q.  

• Analytics & Quality Management: Build and maintain Contact Lens / Real-time & Historical Dashboards / customer Profiles configuration / Wisdom configuration / Voice and screen recordings.  

• Integration expertise and troubleshooting skills on API integration like AWS Lambda and Amazon Event Bridge, CCP. 

• Familiarity with telephony systems, workforce management, and system integration including expertise in APIs and SDKs from various suppliers. 

• Excellent problem solving and troubleshooting skills. 

• Good communication and collaboration in English skills. 

• Good leadership and mentoring skill. 

• High attention to detail and quality. 

• Background in developing AI, software development and automation solutions for contact center. 

There are a variety of factors that go into determining a salary range, including but not limited to external market benchmark data, geographic location, and years of experience sought/required. In addition to a competitive base salary, roles are eligible to be considered for an annual bonus.

The range for Chicago-metro area is $84,000-114,000. 

We are an E-Verify employer – meaning that your Form I-9 information will be provided to the federal government to confirm that you are authorized to work in the U.S.

For more information, please view: E-Verify Participation Poster (English/Spanish) and IER Right to Work Poster (English/Spanish)

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At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

We do not accept any terms or conditions, nor do we recognize any agency’s representation of a candidate, from unsolicited third-party or agency submissions. If we receive unsolicited or speculative CVs, we reserve the right to contact and hire the candidate directly without any obligation to pay a recruitment fee.