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Mumbai, Maharashtra, India
Hybrid
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.
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.
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.
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
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, motivated 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.
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!
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 or in the office.
Our benefits are designed to support your health, wellbeing, and life inside and outside of work. Eligible Priceliners have access to:
Health & wellness coverage including medical, dental, vision, and mental health resources
Generous time off including PTO, holidays, a company-wide Priceline Pause reset week, and paid volunteer days
Work/life support including the ability to work up to 4 weeks per year from anywhere, parental leave, dependent care and family support resources, Summer Fridays, and office perks like stocked kitchens and catered meals (varies by location)
Financial security programs such as retirement plans with company contributions, life and disability coverage, and tax-advantaged accounts
Signature travel perks including employee-only discounts on hotels and flights, VIP deals, and Big Deal Bucks credits
Additional perks & discounts like travel and partner discounts, tuition support, legal support, and pet benefits
A people-first culture with Employee Resource Groups (ERGs), social events, recognition programs, and service awards that help you connect, grow, and celebrate together
Specific benefits and programs vary by location.
To be the best travel dealmakers in the world, we believe our team should reflect the broad range of customers and communities we serve. We are committed to cultivating a culture where all employees have the freedom to bring their individual perspectives, life experiences, and passion to work.
Priceline is a proud equal opportunity employer. We embrace and celebrate the unique lenses through which our employees see the world. We’d love for you to join us and help shape what makes our team extraordinary.
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