Associate Contact Center Technology Engineer Job in Mumbai at Priceline

Priceline is hiring for the post of Associate Contact Center Technology Engineer!

Responsibilities of the Candidate:

• Technical Acumen – Manage various contact center configurations including: IVR & ACD (Amazon Connect/AWS DynamoDb, Lambda,S3, Cloudwatch/logs), Contact Control Panel (CCP) Java, .Net, API integrations, messaging/chat platforms, WFM 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

Requirements:

• 2+ years in technology or a related field
• Direct experience with Amazon Connect/AWS DynamoDb, Lambda,S3, Cloudwatch/logs), Java, .Net
• Development experience with enterprise-scale Chat Bot and/or IVR
• A basic understanding of programming languages and machine learning concepts preferred
• 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
• 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.
• 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