System Engineer

**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 a global network of 4.7M hotels and holiday properties worldwide, plus flights, activities, and more. Based in Asia and part of Booking Holdings, our 7,100+ employees representing 95+ nationalities in 27 markets 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.

**Our Purpose -**Bridging the World Through Travel**

We believe travel allows people to enjoy, learn and experience more of the amazing world we live in. It brings individuals and cultures closer together, fostering empathy, understanding and happiness.
We are a skillful, driven and diverse team from across the globe, united by a passion to make an impact. Harnessing our innovative technologies and strong partnerships, we aim to make travel easy and rewarding for everyone.

**Get to Know Our Team**:
The Customer Experience Group Technology (CEG Tech) team ensures the smooth delivery of information systems across a global network of multi-channel Contact Centers. Operating in 10 countries, we enable our teams—whether in the office, working remotely, or traveling—to stay connected and supported.

**The Opportunity**:
We are seeking a System Engineer to join our team in Cairo. This role is critical in providing hands-on Contact center related tools and first level IT support to our local Contact Center agents, ensuring they have the tools and assistance needed to deliver exceptional customer experiences. As Cairo is a new support location, you will play a key role in establishing and shaping our support presence on the ground.
- Troubleshoot and resolve booking discrepancies, technical tool access issues, and escalate larger system problems as needed.
- Monitor core routing and contact center systems, proactively identifying and escalating major issues to relevant teams or vendors.
- Collaborate with internal partners and vendors to support system functionality and drive improvements.
- Manage operational questions and issues, including equipment break/fix, voice quality, and interaction flow routing.
- Contribute to maintaining and optimizing computer and contact center systems, ensuring maximum benefit for users.
- Act as a point of escalation for booking-related errors, consolidating and communicating issues to the appropriate departments.
- Respond to technical outages and act as an incident manager, coordinating with other departments to restore functionality.
- Participate in business specification, configuration, planning, testing, and validation of interaction flows.
- Occasionally perform maintenance tasks outside core hours to ensure business continuity.

**What You'll Need to Succeed**:

- At least one year of experience in a Contact Center environment, ideally in a supervisory or IT support role.
- Strong analytical and problem-solving skills, with a logical and curious mindset.
- Experience with contact center/work optimization platforms (such as Avaya, Genesys, Verint, or similar) is a plus.
- Exposure to data-centric environments (reporting, data aggregation & analysis, using data to identify and solve problems).
- Excellent customer service orientation and communication skills.
- Ability to work independently, demonstrate self-motivation, and collaborate effectively with others.
- Positive, open attitude with a desire to learn, grow, and take ownership in a dynamic environment.
- Good command of written and spoken English.
- Willingness to work flexible hours, including afternoon/evening shifts, weekends, and public holidays as needed.

Cairo #Egypt

**Discover more about working at Agoda**:
**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.

**Disclaimer