System Engineer (Contact Center)

Bangkok, Thailand

Get to Know our Team: 

The IT Infrastructure team operates all networks, servers, and storage platforms used to deliver services to Agoda’s customers. We support every product within the company, working with a wide range of systems and technology stacks. As part of the IT Infrastructure team, you’ll be working with over 25,000 server instances, one of the largest OpenStack private clouds in Asia, sophisticated Kubernetes-based compute engines, and a data platform capable of transporting and ingesting millions of data messages per second. Each of these opportunities – coupled with an open work environment – are a great way to gain experience on a modern and dynamic platform, constantly evolving to adapt to changes in the business landscape.

The opportunity:

Our Customer Experience Group (Tech) team in Bangkok is searching for an experienced System Engineer to help us build  and manage our Contact Center and Telephony Platform (Infrastructure). We are looking for somebody with hand-on experience in Contact Center and Telephony Platform with scripting/automation skills to ensure the right visibility, monitoring, alarming and automation.

In this Role you will get to:

• Manages and operates Contact Center and Telephony Platforms (Genesys, Verint, Avaya, internal configuration and monitoring system)
• Design and develops dashboard, monitoring tools and some part of automation if applicable to help drive efficiency in Agoda’s Contact Center infrastructure
• Conduct of applications and servers performance tuning, analytics and troubleshooting investigations
• Manage projects, incidents and daily operation tasks
• Coordinate with external vendor and internal teams

What you need to Succeed:

• We require at least 3 years of experience on Genesys Engage Contact Center application
• Competent in one or more common scripting/automate bash, powershell, javascript.
• Monitoring, Alerting, SNMP and Logging Services (Sensu, Zabbix, Logstash, Graphite, Grafana, Kibana, etc.)
• Ability to utilize new tools and technologies in a rapidly changing environment
• Good knowledge of Linux, Windows, VMware and Hyper-v
• Good knowledge of networking architecture within complex e-commerce environment
• Excellent troubleshooting skill, capable to break down issues into application or OS level
• Good English skills – must be able to communicate in English and be willing to improve
• Self-motivated, approachable and adaptable

It’s great if you have:

• Programming skill

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