System Engineer (Kuala Lumpur Based)

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Kuala Lumpur, Malaysia

About Agoda 

Agoda is an online travel booking platform for accommodations, flights, and more. We build and deploy cutting-edge technology that connects travelers with more than 2.5 million accommodations globally. Based in Asia and part of Booking Holdings, our 4,000+ employees representing 90+ nationalities foster a work environment rich in diversity, creativity, and collaboration. We innovate through a culture of experimentation and ownership, enhancing the ability for our customers to experience the world.

Get to Know our Team: 

The Customer Experience Group Technology (CEG Tech) team is responsible to ensure smooth delivery of information systems across a global network of multi-channel Contact Centers. We operate in 10 different countries, whether in the office, working remotely, or traveling, we enable everyone to stay connected.

The Opportunity:

For our team in Kuala Lumpur, we are looking for candidates with a high level of IT Support experience in Contact Center environment. Successful candidate will have experience working with modern Contact Center infrastructure, as part of a Virtual team supporting remotely sites across the globe, and an IT career with us provides excellent growth opportunities in an exciting, multicultural environment.

In this Role, you’ll get to: 

  • Interact with staff (mainly Contact Center agents) through a series of actions, either face-to-face or over the phone, via chat or e-mail to help set up systems or resolve issues.
  • Monitoring core routing systems and propose improvements (within or without existing platform) interface with vendors & internal partners for system support and functional development.
  • Managing small projects and efficiency improvements for (mainly) the Contact Center team (from business specification until successful hand over after deployment).
  • Managing operational questions and issues with key vendors/internal partners (equipment break/fix, voice quality problems, interaction flows routing, etc).
  • Contribute to keep computer and Contact Center systems running smoothly and ensure users get the maximum benefit from them.
  • Monitor and maintain systems / take appropriate actions in case of technical alarming together with local IT staff.
  • Troubleshoot system and network problems, diagnosing and reporting/following up anomalies to the appropriate teams.
  • Act as second level support to investigate potential booking related errors and provide adequate feedback to requestor.
  • Act as second level support to investigate and consolidate potential booking related errors and escalate to the appropriate department.
  • Responding to breakdowns or technical outages and act as technical incidents manager by actively communicating with other departments in order to restore functionalities.
  • Facilitate and actively participate for business specification, configuration, planning, testing and validation of interaction flows.
  • Occasionally involves carrying out maintenance tasks outside core hours to ensure business continuity, as well as occasional travels to other Contact Centers sites.

What you’ll need to succeed: 

  • One or more years of experience with Contact Center/work optimization platforms (like Avaya/Genesys/Verint / ….or similar ).
  • Experience with practical IT troubleshooting and optimization and experience supporting typical office applications (SharePoint online, desktop suites, Virtual Desktop solutions,  etc.).
  • Having experience in Contact Center environment is an added advantage.
  • This person with a strong analytical mindset, should have a positive and open attitude with a desire to succeed and grow within a challenging role.
  • Exposure to data-centric environments (reporting skills, data aggregation & analysis, using data to identify problems and propose solutions/workarounds).
  • Customer service mindset.
  • Ability to work well with others.
  • Positive & open attitude, desire to succeed and grow in the role.
  • Excellent soft skills and good command of written, spoken in both English and Bahasa Malaysia. (Able to speak/write Cantonese/ Mandarin is an advantage).

#LI-SM3

#kualalumpur #kajang #seberangperai #subangJaya #selangor #penang #petalingjaya #johorbahru #nusajaya #perak #sabah 

Equal Opportunity Employer 

At Agoda, we pride ourselves on being a company represented by people of all different backgrounds and orientations. We prioritize attracting diverse talent and cultivating an inclusive environment that encourages collaboration and innovation. Employment at Agoda is based solely on a person’s merit and qualifications. We are committed to providing equal employment opportunity regardless of sex, age, race, color, national origin, religion, marital status, pregnancy, sexual orientation, gender identity, disability, citizenship, veteran or military status, and other legally protected characteristics.

We will keep your application on file so that we can consider you for future vacancies and you can always ask to have your details removed from the file. For more details please read our privacy policy.

To all recruitment agencies: Agoda does not accept third party resumes. Please do not send resumes to our jobs alias, Agoda employees or any other organization location. Agoda is not responsible for any fees related to unsolicited resumes.

#LI-Hybrid

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