Contact Center Technology Engineer

Contact Center Technology EngineerOur 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 youre in the right place This role is eligible for our hybrid work model Two days in-office Why this jobs 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 3 years in technology or a related field Direct experience with AWS and Amazon Connect AWS DynamoDb Lambda S3 Cloudwatch logs is a plusExposure with enterprise-scale IVRA 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 its a way of life Unquestionable integrity and ethics is essential LI-hybridWho we areWE 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 its a dream vacation your cousins graduation or your best friends wedding - we make travel affordable and accessible to our customers Our culture is unique and inspiring thats what our employees tell us Were a grown-up startup We deliver the excitement of a new venture without the struggles and chaos that can come with a business that hasnt stabilized Were 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 Flexible work at PricelinePriceline 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 Diversity and Inclusion are a Big Deal To be the best travel dealmakers in the world its important we have a workforce that reflects the diverse 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 Wed love you to join us and add to our rich mix Applying for this positionWe re excited that you are interested in a career with us For all current employees please use the internal portal to find jobs and apply External candidates are required to have an account before applying When you click Apply returning candidates can log in or new candidates can quickly create an account to save view applications