Contact Center Engineer
Our Technology team is the backbone of our company: constantly creating, testing, learning and iterating to better meet the needs of our customers. If you thrive in a fast-paced, ideas-led environment, you’re in the right place.
Why this job’s a big deal?
As a member of the contact center technology team you will be responsible for development, maintenance and execution of the technologies used in our contact centers. From automation experiences through our digital assistant chatbot / voice bot experiences integrated in the IVR, to the desktop experience of our agents, ensuring that we get customers back to enjoying their trip as quickly as possible.
In this role you will get to:
This position is responsible for managing 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.
Key relationships are within Customer Care Operations (technology, workforce, and day-to-day operations managers), Product, Technology, Security and counterparts in various vendor relationships.
Technical Acumen – Capable of managing various contact center configurations including: IVR & ACD (Amazon Connect/AWS DynamoDb, Lambda,S3, Cloudwatch/logs), Java, .Net, API integrations, messaging/chat platforms, WFO platforms (Verint), 2FA support (Okta), e-learning platform support (Litmos), APIs, general troubleshooting (networking, connectivity), etc.
Fortify & Optimize – Support remote 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 effectiveness. Participates in technology testing, evaluation and selection of contact center products, equipment, vendors, and services.
Vendor Engagement – Facilitate discussions with outsource partners and contact center technology vendors (Verint, Amazon, LivePerson, 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 leveraged to improve the customer experience and/or maximize 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.
Innovation and Continuous Improvement
Who you are:
5+ years in technology or a related field
Direct experience with Amazon Connect/AWS DynamoDb, Lambda,S3, Cloudwatch/logs), Java, .Net
Familiarity with voice and data networking
SQL, Java, and/or Python experience required
Prior call center operations experience is preferred
Previous experience in the travel / hospitality industry considered an asset
Project Management / Six Sigma experience considered an asset
Effectively communicate with individuals at all levels internally and externally
Solid analytical, follow-up, and organizational skills
Demonstrated ability to operate successfully in a time-sensitive and fast-paced environment
WE ARE PRICELINE.
Our success as one of the biggest players in online travel is all thanks to our incredible, dedicated team of talented employees. Priceliners are focused on being the best travel deal makers in the world, fueled by our passion to help everyone experience the moments that matter most in their lives. Whether it’s a dream vacation, your cousin’s graduation, or your best friend’s wedding – we make travel affordable and accessible to our customers.
Our culture is unique and inspiring (that’s what our employees tell us). We’re a grown-up, startup. We deliver the excitement of a new venture, without the struggles and chaos that can come with a business that hasn’t stabilized.
We’re on the cutting edge of innovative technologies. We keep the customer at the center of all that we do. Our ability to meet their needs relies on the strength of a workforce as diverse as the customers we serve. We bring together employees from all walks of life and we are proud to provide the kind of inclusive environment that stimulates innovation, creativity and collaboration.
If you want to be part of something truly special, check us out!
Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies. Our sister companies include Booking, BookingGo, Agoda, Kayak and OpenTable.
Priceline ensures equal employment opportunity to all employees and applicants without discrimination or harassment based on race, religious creed, color, age, sex, sexual orientation, gender identity, national origin, religion, marital status, medical condition, disability, military service, pregnancy, childbirth and related medical conditions, or any other classification protected by federal, state, or local law.