Agoda

4 weeks ago

(Infra) Senior Systems Engineer - Contact Center Technology

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Lead design, development, and maintenance of advanced Contact Center solutions and Telephony Platform infrastructure for a global 2000-agent environment. Mentor engineers, ensure security/compliance, optimize performance, and collaborate across vendors, developers, and IT operations to deliver integrated, scalable contact center capabilities.

Location: Gurugram

Workplace: Onsite

Employment Type: Full time

Job Function: IT Operations (Systems/Network Admin)

Seniority: Manager level

Key Responsibilities

•Lead the design of complex and strategic Contact Center solutions aligned with organizational goals and customer experience objectives.
•Build and maintain custom applications, integrations, and automations.
•Mentor and provide technical guidance to engineers, fostering growth with documentation and knowledge sharing.
•Ensure solutions follow security best practices and comply with data privacy regulations.
•Optimize system and application performance and proactively monitor for issues.

Key Requirements

•Minimum 5 years hands-on experience with Amazon Connect Contact Center solution.
•Telephony & Routing: configure and manage Contact Flows, hours of operation, number management, and channel-specific retargeting.
•Agent Workspace: configure and maintain Contact Control Panel (CCP) and Agent Workspace.
•Integration expertise and troubleshooting on API integrations such as AWS Lambda and Amazon EventBridge, CCP.
•Familiarity with telephony systems, workforce management, and system integration including APIs and SDKs from various suppliers.

Experience:5+ yearsContact centerCloudIT infrastructure

Skills:LeadershipMentoringCommunicationProblem-solvingTeamwork

Languages:English

Tech Stack:Amazon ConnectAWS LambdaAmazon EventBridgeCCPLex

Company Brief

Agoda

Agoda operates a global online travel booking platform offering hotels, vacation rentals, flights, and other travel services. It provides price comparison, deals, and booking management for leisure and business travelers worldwide.

Industry: TravelTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Singapore, Singapore

Founded: 2005

Glassdoor: 3.8

Website LinkedIn

Loading job details...

Preparing the role view and application actions.

Agoda

4 weeks ago

(Infra) Senior Systems Engineer - Contact Center Technology

✓ Verified Job

Canonical indexed version, validated from employer's careers page.

Source: Company careers pageValidated by: Fursa AI

Last checked: 4 hours agoStatus: Live

Job Summary

Location: Gurugram

Workplace: Onsite

Employment Type: Full time

Job Function: IT Operations (Systems/Network Admin)

Seniority: Manager level

Key Responsibilities

•Lead the design of complex and strategic Contact Center solutions aligned with organizational goals and customer experience objectives.
•Build and maintain custom applications, integrations, and automations.
•Mentor and provide technical guidance to engineers, fostering growth with documentation and knowledge sharing.
•Ensure solutions follow security best practices and comply with data privacy regulations.
•Optimize system and application performance and proactively monitor for issues.

Key Requirements

•Minimum 5 years hands-on experience with Amazon Connect Contact Center solution.
•Telephony & Routing: configure and manage Contact Flows, hours of operation, number management, and channel-specific retargeting.
•Agent Workspace: configure and maintain Contact Control Panel (CCP) and Agent Workspace.
•Integration expertise and troubleshooting on API integrations such as AWS Lambda and Amazon EventBridge, CCP.
•Familiarity with telephony systems, workforce management, and system integration including APIs and SDKs from various suppliers.

Experience:5+ yearsContact centerCloudIT infrastructure

Skills:LeadershipMentoringCommunicationProblem-solvingTeamwork

Languages:English

Tech Stack:Amazon ConnectAWS LambdaAmazon EventBridgeCCPLex

Company Brief

Agoda

Industry: TravelTech

Company Size: Enterprise (1,001+ employees)

Growth: Established Company

Headquarters: Singapore, Singapore

Founded: 2005

Glassdoor: 3.8

Website LinkedIn