This role is eligible for our hybrid work model: Two days in-office.

We use technology to help people, plain and simple. In this role, you’ll join
our Contact Center Technology team to revolutionize the Customer Care
Operational experience for agents and customers. We move fast, iterate
constantly, and lead with ideas. If you’re ready to create, test, and build tech
that makes a tangible difference, you’re in the right place.

WHY THIS JOB’S A BIG DEAL:

This position is responsible for leading 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, manage user accounts,
and perform various audit and continuous improvement functions. On-call rotation
required.

IN THIS ROLE YOU WILL GET TO:

* Technical Foresight – Lead various contact center configurations including:
IVR & ACD (Amazon Connect/AWS DynamoDb, Lambda,S3, Cloudwatch/logs), API
integrations, messaging/chat platforms,



WFO platforms (Verint or equivalent),
APIs, general solving (networking, connectivity), etc.

* Fortify & Optimize – Support global contact center teams that depend on
secure 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 efficiency. Partner with Product,
Operations, and technology teams across the organization globally to deliver
better customer experience and agent experience.

* Vendor Engagement – Facilitate discussions with outsourced partners and
contact center technology vendors (Verint, Amazon, Salesforce etc.) to
achieve business objectives.

* Analytics – Analyze metrics on platform/system performance to ensure uptime
requirements are met. Co

📌 Contact Center Technology Engineer (Mumbai)
🏢 Priceline
📍 Mumbai