Contact Center Technology Engineer

This role is eligible for our hybrid work model: Two days in-office.
 

We use technology to help people, plain and simple. In this role, you’ll join our Contact Center Technology team to revolutionize the Customer Care Operational experience for agents and customers. We move fast, iterate constantly, and lead with ideas. If you’re ready to create, test, and build tech that makes a tangible difference, you’re in the right place.

Why this job’s a big deal:

This position is responsible for leading a variety of tasks supporting the overall contact center technology ecosystem including phone & messaging platforms, IVR, and reporting. This individual must monitor system uptime, conduct periodic testing, investigate technology issues, manage user accounts, and perform various audit and continuous improvement functions. On-call rotation required.
 

In this role you will get to:

• Technical Foresight – Lead various contact center configurations including: IVR & ACD (Amazon Connect/AWS DynamoDb, Lambda,S3, Cloudwatch/logs), API integrations, messaging/chat platforms, WFO platforms (Verint or equivalent), APIs, general solving (networking, connectivity), etc.

• Fortify & Optimize – Support global contact center teams that depend on stable technology platforms to facilitate customer interactions and agent transaction processing. Seek opportunities to secure/harden the contact center infrastructure and improve the proactive monitoring of critical components. Ensure the quality of contact center service in terms of stability, performance, and cost efficiency.  Partner with Product, Operations, and technology teams across the organization globally to deliver better customer experience and agent experience.

• Vendor Engagement – Facilitate discussions with outsourced partners and contact center technology vendors (Verint, Amazon, Salesforce etc.) to achieve business objectives.

• Analytics – Analyze metrics on platform/system performance to ensure uptime requirements are met. Continually review and make recommendations to the business on ways technology can be demonstrated to improve the customer experience and/or enhance operational efficiency.

• Incident Management – Assist with efforts related to service restoration and root cause analysis. Work through outsource partner counterparts to remedy service degradations and develop proper preventive measures as needed to prevent future service failures.
   

Who you are:

• 5+ years in Contact Center Technology or a related field.

• Direct experience with Amazon Connect/AWS DynamoDb, Lambda,S3, Cloudwatch/logs), Queues, Routing Profiles, Dynamic Routing, etc 

• Familiarity with contact center platforms and automated agent evaluation processes (e.g., Amazon Connect Contact Lens or similar AI powered QA frameworks).

• Familiarity with voice and data networking

• Expertise in connecting Amazon Connect (CCP/Kinesis, etc) with major CRM platforms (Salesforce, Zendesk) or proprietary internal CRM solutions.

• Experience in SQL, NodeJs or Python (or equivalent technical experience)

• Experience with AWS specialized services: Bedrock (GenAI), Comprehend (NLP), Transcribe (ASR), and Pinpoint (Engagement) or equivalent

• Proven ability to design seamless transitions between communication channels like Voice, Chat, and Email.

• Previous experience in the travel / hospitality industry is considered an asset.

• Proficiency in ticket management systems and a track record of contributing to clear, up-to-date technical documentation.

• Effectively connect with individuals at all levels internally and externally.

• Solid analytical, follow-up, and organizational skills.

• Proven track record to operate successfully in a time-sensitive and fast-paced environment.

• Illustrated history of living the values necessary to Priceline: Customer, Innovation, Team, Accountability and Trust. 

• The Right Results, the Right Way is not just a motto at Priceline; it’s a way of life. Unquestionable integrity and ethics is essential. 

#LHybrid