4 hours ago
Gurgaon, IndiaSenior
Responsibilities
- Lead the design of complex and strategic contact center and telephony solutions aligned with organizational and customer experience goals.
- Build and maintain custom applications, integrations, and automations.
- Configure and maintain contact flows, routing logic, operating hours, phone numbers, overflow and retargeting, agent workspaces, analytics, quality management, and recordings.
- Mentor and provide technical guidance to globally distributed engineers through documentation and knowledge sharing.
- Optimize system and application performance and proactively monitor for issues.
- Collaborate with developers, network engineers, system administrators, operations, vendors, and business users.
- Ensure solutions follow security best practices and data privacy regulations.
- Work in the US time zone and stay current with contact center technologies and development practices.
Requirements
- At least 5 years of hands-on experience with Amazon Connect.
- Experience building customized contact flows, routing logic, operating hours, phone number management, overflow, and retargeting across channels.
- Experience configuring and maintaining Contact Control Panel and Agent Workspace.
- Experience with Lex, Q, Contact Lens, real-time and historical dashboards, customer profiles, Wisdom, and voice and screen recordings.
- Expertise integrating and troubleshooting APIs including AWS Lambda, Amazon EventBridge, and CCP.
- Familiarity with telephony systems, workforce management, APIs, SDKs, and supplier system integrations.
- Strong problem-solving, troubleshooting, communication, collaboration, leadership, mentoring, attention to detail, and quality skills.
- Preferred experience developing AI, software development, and automation solutions for contact centers.
Tech Stack
KubernetesOpenStack
Categories
About Agoda
Agoda is a global online travel platform for booking hotels, homes, flights, and activities, serving travelers and accommodation partners worldwide. Its web and mobile marketplace matches demand and supply and monetizes through commissions and related partner services. Founded in 2005 and headquartered in Singapore, Agoda operates as a subsidiary of Booking Holdings, with extensive operations across Asia-Pacific markets.