Jobs at Agoda

• Maintain ownership and responsibility of mission critical systems.
• Full leadership of new technical projects and directions. Create new business opportunities.
• Give presentations, bring new ideas and directions to the team, create and run mentoring sessions. Contribute to and growing the knowledge base of the technical staff.
• Stay on the leading edge of technical know-how, industry trends, management approaches, and create an environment of always learning and always innovating.
• Get involved with full stack engineering and guide server, client, and infrastructure technical staff to the best solution.

Qualifications

• 5+ years of experience in advanced software engineering driving organizations in new directions, innovating, building advanced systems
• B.S. in Computer Science or quantitative field; M.S. preferred
• Expert level in one or more mobile platforms (iOS, Android, Web), both iOS and Android knowledge preferred
• Expert level in at least one programming language (Swift, Objective C, Kotlin, JavaScript, Java, Scala, C#)
• Expert level in modern mobile and server coding and design practices. For example, VIPER, MVVM, MVP, SOLID principals, and TDD
• Solid knowledge of server technologies, databases, distributed systems, load balancing; Docker and Kubernetes experience preferred
• Experience in a DevOps culture – Agility. Leanness. Automation. CI/CD.
• Strong experience in systems architecture – particularly in complex, scalable and fault tolerant distributed systems

go to method of application »

• Provide support, through the use of technology and tools (dashboards) in line with agreed processes, to monitor contact volume traffic in order to identify performance exceptions requiring both short term (intraday) and longer term (agent scheduling) attention.
• In collaboration with the Technology, Operations, and Management team to execute system modifications (e.g., break management, schedule updates and skillset changes) and/or issue procedural notifications based on trigger events (e.g., average handle time (AHT), volume, absenteeism, etc.)
• Ensure in collaboration with WFM/Schedulers, accurate and timely agent schedules.
• Assist Operations to help provide greater focus on real-time/intraday agent productivity, performance exceptions and schedule adherence
• Support Operations to help better manage intraday business performance to meet or exceed SLA and KPI targets
• Input intraday scheduling exceptions as required (e.g. training, meetings, coaching, overtime, etc.), through the Verint WFM Tool in coordination with Learning and Development Team and Operations
• Track, update as needed, and report operational results e.g., schedule variance, overtime, occupancy, agent productivity, etc.
• Ensure that Operations is provided with a mid-shift and end of shift log detailing operational performance, system outages, internal misses, no call/no show and absenteeism information. Frequency of reporting may vary based on lines of business’ hours of operation.
• Participate as required in any status and/or strategy meetings to provide detailed program data as necessary.
• Business continuity of existing operational reports being completed as required to meet the needs of Operations and Management

Primary Qualifications

• Bachelor’s degree or equivalent business experience required
• Experience in a contact center
• Ability to multi-task
• Basic knowledge of management processes, concepts and principles (i.e. staffing projections, scheduling, service level analysis, metrics monitoring)
• Basic call center-specific software and applications knowledge of Genesys Pulse and Verint WFM
• Intermediate to expert level knowledge of Microsoft Excel
• Basic knowledge of Microsoft Word and PowerPoint