Senior / Staff Data Engineer (BI) – CEG Team

Навыки

• BI-инструменты
• CI/CD
• Code review
• CRM-системы
• Решения на данных
• Data Quality
• DWH

О компании и продукте

• At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.
• Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.
• No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.
• As a Senior/Staff Data Engineer in CEG (Customer Experience Group) , you will help design, build, and maintain the data and software foundations that power how CEG Business users serves customers and agents across all contact channels. You will work closely with Product, Operations, Analytics, Operations Efficiency, WFM, DevOps and engineering teams to deliver reliable data pipelines, scalable models, internal tools, and clear insights that improve customer experience and operational efficiency.

Задачи

• Data Engineering
• Design, build, and maintain scalable ETL/ELT pipelines to ingest, transform, and serve data from CEG systems (case management, telephony, chat, bots, QA tools, WFM, CRM) and third‑party tools and logs
• Develop and optimize data models (e.g., warehouse tables, marts, views) that power CEG reporting, monitoring, forecasting, QA, and experimentation
• Ensure data quality, reliability, and observability
• Implement validation checks, anomaly detection, and monitoring for key CEG datasets and metrics
• Work with stakeholders to define and enforce data definitions, SLAs, and ownership for critical tables and metrics
• Improve performance and cost efficiency of data jobs and queries (e.g., partitioning, indexing, query tuning, storage format optimization) for high‑volume CEG data (calls, chats, emails, cases, events)
• Collaborate with data platform and engineering teams to standardize tooling and best practices (e.g., version control, CI/CD for data and services, code review, documentation, runbooks)
• Data Tools & Product Development
• Design and build data tools and internal products for CEG (e.g., self‑service analytics, case monitoring dashboards, alerting systems, investigator tools, QA/review tools, agent performance views)
• Use languages such as Python, Java, Golang, or JavaScript/TypeScript to implement APIs, data services, and lightweight UIs that expose data in a usable way to agents, managers, and operations teams
• Work closely with CEG product managers and operations to translate operational pain points into concrete data tools, from problem framing to delivery and iteration
• At Staff level, define and drive the roadmap for key CEG data tools and platforms, ensuring reuse across regions, lines of business, and channels
• Data Analytics & Business Impact
• Partner with CEG product and business teams to translate questions into data problems and design clear analytic approaches
• Build and maintain dashboards and reports (e.g., contact volumes, handling time, quality, customer outcomes, agent performance, spot alerts) that provide reliable metrics and self‑service access to data
• Perform deep‑dive analysis to understand trends in contact patterns, customer issues, agent performance, and operational efficiency
• identify root causes and propose practical, data‑driven recommendations
• Define and maintain metrics and KPIs (e.g., CSAT, NPS, SLA, AHT, FCR, quality scores), ensuring consistent definitions across CEG teams and tools
• Communicate findings in simple, business‑friendly language , including clear implications and recommended next steps
• Stakeholder & Team Collaboration
• Act as a trusted data partner for CEG stakeholders (operations leaders, product managers, WFM, QA, training, policy, and regional leadership)
• Work with other data engineers, analysts, and scientists to align on data standards, reusable components, and shared datasets for CEG
• Mentor junior and mid‑level team members on data engineering, analytics, and software engineering best practices
• Contribute to continuous improvement of team workflows (code reviews, testing, documentation, runbooks, knowledge sharing, incident reviews)

Требования

• 8+ years working as a Data Engineer, Analytics Engineer, or Data Analyst in a data‑driven environment (Staff level typically 10+ or equivalent scope/impact)
• Strong SQL skills (complex joins, window functions, aggregation, query optimization)
• Experience with at least one major data warehouse / big data technology (e.g., BigQuery, Snowflake, Redshift, Hive, Spark, Vertica, StarRocks, or similar)
• Solid experience with ETL/ELT tools or orchestration frameworks (e.g., Airflow, dbt, internal frameworks)
• Proficiency in at least one programming language for data and services (e.g., Python, Java, Golang, Kotlin, or JavaScript/TypeScript)
• Experience building production‑grade data pipelines and/or data services with attention to quality, monitoring, and maintainability
• Experience with BI / visualization tools (e.g., Tableau, Power BI, Superset, Metabase, Looker)
• Strong analytical thinking : comfortable framing business questions, exploring data, and turning results into clear insights
• Ability to communicate complex topics in simple, concise language to non‑technical stakeholders

Будет плюсом

• Experience with event‑driven data (logs, clickstream, customer journey, contact flows, tracking data)
• Knowledge of data modeling techniques (e.g., dimensional modeling, Kimball, data vault, star/snowflake schema)
• Experience with A/B testing, experimentation platforms, or causal analysis
• Familiarity with ML pipelines or working with data science teams (e.g., routing models, QA scoring, forecasting, recommendations)
• Experience in online consumer products, travel, e‑commerce, or marketplaces
• Hands‑on frontend or backend development experience (e.g., building internal tools in React/Next.js, Node.js, or similar frameworks) used by operations or support teams
• Prior experience in a Staff or Tech‑Lead role , driving technical direction and mentoring multiple engineers/analysts
• Discover more about working at Agoda
• Agoda Careers https://careersatagoda.com
• Facebook https://www.facebook.com/agodacareers/
• LinkedIn https://www.linkedin.com/company/agoda
• YouTube https://www.youtube.com/agodalife

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