Senior Contact Center Technology Engineer

Job description
Senior Contact Center Technology 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.
This role is eligible for our hybrid work model: Two days in-office.

Why this job’s a big deal:

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, plan, design, track, and modify IVR-enabled telecommunications systems using Amazon Connect or similar technologies.

In this role you will get to:
• Technical Acumen – Manage various contact center configurations including: IVR & ACD (Amazon Connect/AWS DynamoDb, Lambda,S3, Cloudwatch/logs), Contact Control Panel (CCP), API integrations, QA, QM, WFM platforms (Verint or equivalent), troubleshooting IVR issues, etc.
• Fortify & Optimize – Support remote contact center teams globally 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.
• Vendor Engagement – Facilitate discussions with outsource partners and contact center technology vendors (Verint, Amazon and other leading contact center tools ) 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. Manage day to day technology issues/concerns at our contact centers globally.

Who you are:
• 6+ years in technology or a related field.
• Direct experience with AWS and Amazon Connect/AWS DynamoDb, Lambda,S3, Cloudwatch/logs) is a plus
• Exposure with enterprise-scale IVR
• A basic understanding of programming languages and machine learning concepts preferred.
• Familiarity with voice and data networking.
• Prior call center operations experience is preferred.
• Previous experience in the travel / hospitality industry is 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 contact center environment,
• Access Management, Troubleshooting and remediation of tech issues reported at our contact centers.
• 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.
#LI-AR1

Priceline is part of the Booking Holdings, Inc. (Nasdaq: BKNG) family of companies, a highly profitable global online travel company with a market capitalization of over $80 billion. Our sister companies include Booking.com, BookingGo, Agoda, Kayak and OpenTable.

If you want to be part of something truly special, check us out!

Flexible work at Priceline

Priceline is following a hybrid working model, which includes two days onsite as determined by you and your manager (ideally selecting among Tuesday, Wednesday, or Thursday). On the remaining days, you can choose to be remote