Senior / Staff Data Engineer (BI) – CEG Team

About this role

<div class="content-intro"><p></p> <p><strong>About Agoda</strong></p> <p>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.&nbsp;&nbsp;</p> <p>&nbsp;</p> <p>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.</p> <p>&nbsp;</p> <p>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.</p></div><p>&nbsp;</p> <p><strong>Get To Know Our Team:</strong></p> <p>The Data department oversees all of Agoda’s data-related requirements. Our ultimate goal is to enable and increase the use of data in the company through creative approaches and the implementation of powerful resources such as operational and analytical databases, queue systems, BI tools, and data science technology. We hire the brightest minds from around the world to take on this challenge and equip them with the knowledge and tools that contribute to their personal growth and success while supporting our company’s culture of diversity and experimentation. The role the Data team plays at Agoda is critical as business users, product managers, engineers, and many others rely on us to empower their decision making. We are equally dedicated to our customers by improving their search experience with faster results and protecting them from any fraudulent activities. Data is interesting only when you have enough of it, and we have plenty. This is what drives up the challenge as part of the Data department, but also the reward.</p> <p><strong>The Opportunity:</strong></p> <p>As a&nbsp;<strong>Senior/Staff Data Engineer in CEG (Customer Experience Group)</strong>, 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.</p> <p>You are comfortable switching between&nbsp;<strong>engineering work</strong>&nbsp;(pipelines, data models, internal services, tooling, optimization) and&nbsp;<strong>analytics work</strong>&nbsp;(business questions, dashboards, deep‑dive analysis). You can talk to both engineers and business stakeholders in simple, clear language. At the&nbsp;<strong>Staff level</strong>, you will also shape CEG’s data and tooling strategy, influence cross‑team architecture, and raise the overall engineering and data bar for the team.</p> <p><strong>What You’ll Do:</strong></p> <p><strong>Data Engineering</strong></p> <ul> <li>Design, build, and maintain scalable&nbsp;<strong>ETL/ELT pipelines</strong>&nbsp;to ingest, transform, and serve data from CEG systems (case management, telephony, chat, bots, QA tools, WFM, CRM) and third‑party tools and logs.</li> <li>Develop and optimize&nbsp;<strong>data models</strong>&nbsp;(e.g., warehouse tables, marts, views) that power CEG reporting, monitoring, forecasting, QA, and experimentation.</li> <li>Ensure&nbsp;<strong>data quality, reliability, and observability</strong>:</li> </ul> <ul> <ul> <li>Implement validation checks, anomaly detection, and monitoring for key CEG datasets and metrics.</li> <li>Work with stakeholders to define and enforce data definitions, SLAs, and ownership for critical tables and metrics.</li> </ul> </ul> <ul> <li>Improve&nbsp;<strong>performance and cost efficiency</strong>&nbsp;of data jobs and queries (e.g., partitioning, indexing, query tuning, storage format optimization) for high‑volume CEG data (calls, chats, emails, cases, events).</li> <li>Collaborate with data platform and engineering teams to&nbsp;<strong>standardize tooling and best practices</strong>&nbsp;(e.g., version control, CI/CD for data and services, code review, documentation, runbooks).</li> </ul> <p><strong>Data Tools &amp; Product Development</strong></p> <ul> <li>Design and build&nbsp;<strong>data tools and internal products</strong>&nbsp;for CEG (e.g., self‑service analytics, case monitoring dashboards, alerting systems, investigator tools, QA/review tools, agent performance views).</li> <li>Use languages such as&nbsp;<strong>Python, Java, Golang, or JavaScript/TypeScript</strong>&nbsp;to implement&nbsp;<strong>APIs, data services, and lightweight UIs</strong>&nbsp;that expose data in a usable way to agents, managers, and operations teams.</li> <li>Work closely with CEG product managers and operations to&nbsp;<strong>translate operational pain points</strong>&nbsp;into concrete data tools, from problem framing to delivery and iteration.</li> <li>Apply solid&nbsp;<strong>software engineering practices</strong>—testing, code reviews, CI/CD, observability—to data products so they are reliable, maintainable, and easy to extend.</li> <li>At Staff level,&nbsp;<strong>define and drive the roadmap</strong>&nbsp;for key CEG data tools and platforms, ensuring reuse across regions, lines of business, and channels.</li> </ul> <p><strong>Data Analytics &amp; Business Impact</strong></p> <ul> <li>Partner with CEG product and business teams to&nbsp;<strong>translate questions into data problems</strong>&nbsp;and design clear analytic approaches.</li> <li>Build and maintain&nbsp;<strong>dashboards and reports</strong>&nbsp;(e.g., contact volumes, handling time, quality, customer outcomes, agent performance, spot alerts) that provide reliable m