Contact Center Technology Engineer

Priceline.com LLC; Mumbai; Hybrid; INR 800,000 - 1,200,000; Full time

Job summary

Priceline.com LLC is seeking a Contact Center Technology Engineer in Mumbai, India. This role focuses on managing the contact center technology ecosystem, including phone & messaging platforms and IVR systems. It offers a hybrid work model with two days in the office.

The ideal candidate has over 3 years of experience, direct expertise with AWS, and exposure to enterprise-scale IVR systems. Strong troubleshooting and communication skills are vital for this position.

Qualifications

• 3+ years in technology or a related field.
• Direct experience with AWS and Amazon Connect/AWS DynamoDB.
• Exposure with enterprise‑scale IVR systems.
• Effective communication skills.

Responsibilities

• Manage contact center technology ecosystem including phone & messaging platforms.
• Monitor system uptime and conduct periodic testing.
• Plan and modify IVR-enabled telecommunications systems.
• Support remote contact center teams globally.
• Analyze platform and system performance metrics.

Skills

AWS

Amazon Connect

IVR Systems

Data Networking

Programming Languages

Machine Learning Concepts

Job description

Contact Center Technology Engineer

Our 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 you’ll find this role a great fit.

Role Overview

This position is responsible for managing a variety of tasks supporting the overall contact center technology ecosystem including phone & messaging platforms, IVR, and reporting. It is eligible for our hybrid work model: two days in‑office.

Responsibilities

• Manage contact center technology ecosystem including phone & messaging platforms, IVR, and reporting.
• Monitor system uptime, conduct periodic testing, investigate technology issues.
• Plan, design, track, and modify IVR‑enabled telecommunications systems using Amazon Connect or similar technologies.
• Configure and troubleshoot contact center components such as IVR & ACD, CCP, API integrations, QA/QM, and WFM platforms.
• Support remote contact center teams globally, ensuring stable technology platforms for customer interactions and agent transactions.
• Secure and harden the contact center infrastructure; improve proactive monitoring of critical components.
• Facilitate discussion with outsource partners and vendors (e.g., Verint, Amazon) to achieve business objectives.
• Analyze platform and system performance metrics to ensure uptime requirements are met, and recommend operational improvements.
• Assist with incident management, root cause analysis, and preventive measures to reduce future service failures.
• Manage day‑to‑day technology issues and concerns at contact centers worldwide.

Qualifications

• 3+ years in technology or a related field.
• Direct experience with AWS and Amazon Connect/AWS DynamoDB, Lambda, S3, CloudWatch/logs.
• Exposure with enterprise‑scale IVR systems.
• Basic understanding of programming languages and machine learning concepts preferred.
• Familiarity with voice and data networking.
• Prior call center operations experience preferred.
• Previous experience in the travel/hospitality industry is an asset.
• Effective communication with individuals at all levels internally and externally.
• Solid analytical, follow‑up, and organizational skills.
• Demonstrated ability to operate successfully in a time‑sensitive, fast‑paced contact center environment.
• Access management and troubleshooting of tech issues reported at contact centers.
• Illustrated history of living the values: Customer, Innovation, Team, Accountability, and Trust.