Senior / Staff Data Engineer (BI) – Customer Experience Group

About Agoda

Founded in 2005 by two entrepreneurs passionate about travel, Agoda aims to simplify global exploration. Now part of Booking Holdings, Agoda employs over 7,000 professionals from 90 nations across worldwide offices. The company connects travelers with hotels, flights, and experiences, leveraging data and technology as its core drivers of innovation and curiosity.

Team Overview

The Data department supports all data-related needs at Agoda, promoting enhanced data utilization through innovative solutions and robust infrastructure like operational and analytical databases, queuing systems, business intelligence tools, and data science technologies. It nurtures talent internationally, fostering diversity and experimentation to empower various stakeholders such as product managers and engineers by improving customer search experiences and preventing fraud. The rich and extensive data environment presents both challenges and rewards.

Role Opportunity

As a Senior or Staff Data Engineer within the Customer Experience Group (CEG), you will architect, develop, and upkeep the data and software backbone that supports customer service operations across multiple communication channels. Collaboration with Product, Operations, Analytics, and DevOps teams is vital to deliver dependable data pipelines, scalable data models, as well as internal tools and actionable insights that enhance customer satisfaction and operational processes.

This role involves an adaptable balance between hands-on engineering tasks (including pipeline construction, data model development, tooling, and optimization) and analytical responsibilities (such as responding to business inquiries and dashboard creation). Effective communication with both technical teams and business stakeholders is essential. At the Staff level, the role also demands leadership in defining data strategies, influencing architecture across teams, and elevating data engineering standards.

Key Responsibilities

• Construct and manage scalable ETL/ELT workflows ingesting and transforming data from CEG systems (case management, telephony, chat, bots, QA tools, WFM, CRM) and external sources.
• Create and refine data models like warehouse tables, marts, and views to support reporting, forecasting, and experimentation.
• Ensure data accuracy and reliability by implementing validation measures, anomaly detection, and continuous monitoring on critical datasets and metrics.
• Collaborate with stakeholders to define data standards, service level agreements, and assign ownership for key data assets.
• Optimize data pipeline and query efficiency through techniques such as indexing, partitioning, and query tuning to handle large datasets (calls, chats, emails, cases, events).
• Work alongside data platform and engineering teams to implement standard operating procedures, including version control, CI/CD pipelines, code reviews, documentation, and runbooks.
• Develop internal data tools and products such as self-service analytics platforms, monitoring dashboards, alerting systems, and performance tracking interfaces.
• Utilize programming languages (Python, Java, Golang, JavaScript/TypeScript) to build APIs, services, and user interfaces for data accessibility by operational teams.
• Translate operational challenges into actionable data solutions, working closely with product managers and operators from conception through iteration.
• Apply strong software engineering principles to maintain high-quality, scalable, and maintainable data services.
• Define and execute the strategic roadmap for CEG’s data tools and platforms, ensuring adaptability across regions and business units.
• Partner with business teams to interpret questions as data challenges, designing clear analytic approaches and maintaining dashboards and reporting for metrics like contact volumes, handling times, customer satisfaction (CSAT), and agent performance.
• Conduct in-depth analyses to identify trends and root causes, delivering actionable insights and recommendations in accessible business terms.
• Act as a dependable data advisor to operational leaders, product managers, and regional heads, fostering alignment across data standards and shared resources.
• Mentor junior and mid-level colleagues in data engineering, analytics, and best software practices.
• Champion continuous improvements in team workflows, including code reviews, testing, documentation, and incident analysis.
• At Staff level, lead cross-team architectural innovations and processes to scale CEG’s data infrastructure alongside business expansion.

Required Qualifications

• At least 8 years of professional experience in data engineering, analytics engineering, or data analysis; Staff level typically requires 10+ years or similar impact.
• Advanced proficiency in SQL encompassing complex joins, window functions, aggregations, and query tuning.
• Hands-on experience with major data warehouse or big data platforms such as BigQuery, Snowflake, Redshift, Hive, Spark, Vertica, or similar.
• Expertise with ETL/ELT or orchestration tools like Airflow, dbt, or internal equivalents.
• Programming competency in one or more data and service languages including Python, Java, Golang, Kotlin, or JavaScript/TypeScript.
• Proven ability to build production-grade data pipelines/services emphasizing quality, monitoring, and maintainability.
• Experience using BI or visualization tools like Tableau, Power BI, Superset, Metabase, or Looker.
• Strong analytical mindset with the capability of translating complex business questions into clear data insights.
• Effective communication skills to articulate technical concepts clearly to non-technical stakeholders.

Preferred Qualifications

• Familiarity with event-driven data such as logs, clickstream, tracking data, or customer journey analysis.
• Knowledge of advanced data modeling approaches including dimensional modeling, Kimball, data vault, and star/snowflake schema techniques.
• Experience with A/B testing, experimentation platforms, or causal inference methodologies.
• Exposure to machine learning pipelines or collaboration with data science teams on routing models, QA scoring, forecasting, or recommendation systems.
• Background in online consumer products, travel industry, e-commerce, or marketplace platforms.
• Technical experience in frontend or backend development of internal tools (React/Next.js, Node.js, or similar) used by support or operations teams.
• Previous leadership roles such as Staff engineer or Tech Lead, with responsibilities in technical direction and mentoring multiple team members.

Equal Opportunity Statement

Agoda is committed to fostering a diverse and inclusive workplace, where employment decisions are based solely on merit and qualifications regardless of sex, age, nationality, ethnicity, religion, or other legally protected characteristics.

Additional Information

Applicants should be aware that unsolicited agency submissions are not accepted. Agoda retains applications for future opportunities; candidates may request removal of their data in compliance with privacy policies.