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 quick-paced, ideas-led environment, you’re in the right place.

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

Why this job’s a big deal:
This position is responsible for managing 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, plan, design, track, and modify IVR-enabled telecommunications systems using Amazon Connect or similar technologies.

In this role you will get to:
- Technical Acumen – Manage various contact center configurations including: IVR & ACD (Amazon Connect/AWS DynamoDb, Lambda,S3, Cloudwatch/logs), Contact Control Panel (CCP), API integrations, QA, QM, WFM platforms (Verint or equivalent), troubleshooting IVR issues, etc.




- Fortify & Optimize – Support remote contact center teams globally 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.
- Vendor Engagement – Facilitate discussions with outsource partners and contact center technology vendors (Verint, Amazon and other leading contact center tools ) 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 t

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