(Infra) Senior Systems Engineer - Contact Center Technology

Agoda•Chicago, IL

7d•Onsite

About The Position

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.

Requirements

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.

Nice To Haves

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

Responsibilities

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.