Senior Contact Center Engineer Telephony, AI & Automation

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. 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. 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 a virtual team with members located around the world. Role Responsibilities Lead the design of complex and strategic contact center solutions, ensuring alignment 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 proactively monitor for issues. Collaborate with developers, network engineers, system administrators, operations, vendors, and business users to deliver integrated solutions. Continuously learn, stay updated with industry trends and emerging technologies related to contact center solution and development practices. Required Experience Minimum 5 years hands‑on experience with Amazon Connect Contact Center solution. Telephony & Routing: Contact Flows – build customized menus, routing logic, hours of operation, 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 EventBridge, CCP. Familiarity with telephony systems, workforce management, and system integration including expertise in APIs and SDKs from various suppliers. Good communication and collaboration in English skills. Good leadership and mentoring skill. High attention to detail and quality. Nice to Have Background in developing AI, software development and automation solutions for contact center. Location & Compensation This role is based in Chicago, US. The range for Chicago‑metro area is $84,000-114,000. In addition to a competitive base salary, roles are eligible to be considered for an annual bonus. EEO & Equal Employment Opportunity 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. 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. #J-18808-Ljbffr