About Agoda 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 3.6 million accommodations globally. Based in Asia and part of Booking Holdings, our 6,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

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 Application Developer (Sr. System Engineer), 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.
• Develop and maintain custom contact center applications, features, integrations and automation.
• Mentor and provide technical guidance to engineers, fostering their growth and development with documentation and knowledge sharing.
• Ensure contact center solutions adhere to security best practices and compliance with data privacy regulations.
• Lead efforts to optimize the performance of contact center systems and proactive monitoring for issues.
• Collaborate with cross-functional teams, including network engineers, system administrators, operation teams, external vendors and a notion to business users to deliver integrated contact center solutions that meet business objectives.
• Continuous Learning, stay updated with industry trends and emerging technologies related to contact center solution and development practices.

What you’ll Need to Succeed

• We require at least 5 years of experience in advanced Contact center solutions.
• Significant experience in software development and programming, with focus on Contact center technologies.
• Proven experience in software development, programming (e.g., Java, JavaScript, .NET) and scripting (eg., Powershell, Shell scripting).
• Strong knowledge of contact center technologies.
• Exceptional problem solving and troubleshooting abilities.
• Good communication and collaboration in English skills.
• Good leadership and mentoring skill.
• Attention to detail and commitment to quality.

It’s great if you have:

• Experience on RPA and AI development for contact center.

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Equal Opportunity Employer 

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.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.