Senior / Staff Data Engineer (BI) – CEG Team

Company Overview

Agoda is a global travel platform established in 2005 by two entrepreneurs passionate about travel. Now part of Booking Holdings, Agoda employs over 7,000 people from 90 countries, offering millions of hotels, flights, and travel experiences worldwide. The company values data and technology as core to its culture, driving innovation and enabling exceptional travel experiences.

About the Data Team

The data department at Agoda supports the entire organization's data needs by creating operational and analytical databases, queue systems, BI tools, and data science technologies. Their mission is to increase data utilization company-wide, fostering diversity, experimentation, and innovation to back decision-making, enhance customer journeys, and secure transactions.

Role Summary

The Senior or Staff Data Engineer will contribute to the Customer Experience Group (CEG), designing and maintaining foundational data and software systems that support business users assisting customers and agents. This role collaborates with product, operations, analytics, DevOps, and engineering teams to develop robust data pipelines, scalable data models, and internal tools that drive customer satisfaction and operational efficiency. The position requires the ability to switch between hands-on engineering tasks and analytic efforts, communicating clearly across technical and business stakeholders. At the Staff level, responsibilities also include leading strategy, cross-team architecture, and raising technical standards.

Key Responsibilities

• Engineer scalable ETL/ELT data pipelines integrating data from CEG systems such as case management, telephony, chat, bots, QA tools, WFM, and CRM, plus third-party sources.
• Develop and optimize data models including warehouse tables, marts, and views powering reports, monitoring, forecasting, quality assurance, and experimentation.
• Ensure high standards of data quality, reliability, and observability by implementing validation checks, anomaly detection, and monitoring on critical datasets.
• Collaborate with stakeholders to define data ownership, service-level agreements, and standardized definitions for important tables and metrics.
• Improve performance and cost-efficiency by optimizing data jobs and queries (e.g., partitioning, indexing, query tuning, storage formats) for large CEG datasets.
• Partner with data platform and engineering teams to promote tooling standardization, version control, CI/CD, code reviews, documentation, and operational runbooks.
• Design and implement data tools and internal products such as self-service analytics platforms, dashboards, alerting systems, investigator tools, and agent performance views.
• Use programming languages like Python, Java, Golang, or JavaScript/TypeScript to deliver APIs, services, and light UI components providing transparent data access.
• Translate operational and product challenges into tangible data solutions, managing end-to-end delivery and iterative improvement.
• Apply best software engineering practices to ensure data tools are quality-tested, maintainable, and monitorable.
• At Staff level, direct the development roadmaps of key CEG data tools for broad organizational reuse across regions and business lines.
• Collaborate with business stakeholders to convert questions into data problems, build dashboards and reports on metrics such as volumes, handling time, quality, customer outcomes, and agent performance.
• Conduct detailed analyses to identify trends, root causes, and practical data-driven recommendations for improving customer and agent experiences.
• Define and standardize KPIs like CSAT, NPS, SLA, AHT, FCR, and quality scores ensuring consistent usage throughout CEG.
• Communicate analytic findings in straightforward, easy-to-understand language and suggest actionable next steps.
• Build trusted partnerships with CEG teams including operations leaders, product managers, workforce management, QA, training, policy, and regional heads.
• Collaborate on data standards and create reusable components and shared datasets with other data engineers, analysts, and scientists.
• Mentor junior and mid-level data professionals on engineering, analytics, and software development best practices.
• Continuously improve team processes such as code reviews, testing, documentation, knowledge sharing, and incident response.
• At Staff level, influence cross-team architecture and operational methods to support scalable data ecosystems aligned with business growth.

Required Qualifications

• Minimum 8 years experience as a Data Engineer, Analytics Engineer, or Data Analyst in a data-centric environment; typically 10+ years for Staff level or equivalent leadership scope.
• Advanced SQL skills including complex joins, window functions, aggregations, and query optimization.
• Experience with major data warehouse or big data platforms such as BigQuery, Snowflake, Redshift, Hive, Spark, Vertica, or StarRocks.
• Proficiency with ETL/ELT tools or orchestration frameworks like Airflow, dbt, or proprietary systems.
• Strong programming ability in at least one language suitable for data processing and service development (Python, Java, Golang, Kotlin, JavaScript/TypeScript).
• Demonstrated ability building production-grade data pipelines or services emphasizing quality, monitoring, and maintainability.
• Experience using BI and visualization tools such as Tableau, Power BI, Superset, Metabase, or Looker.
• Analytical mindset capable of framing business inquiries, exploring data deeply, and distilling insights.
• Clear communication skills for explaining complex technical topics to non-technical audiences.

Preferred Qualifications

• Background with event-driven data including logs, clickstream, customer journeys, and contact flows.
• Familiarity with advanced data modeling approaches like dimensional modeling, Kimball, data vault, and star/snowflake schemas.
• Experience in A/B testing, experimentation platforms, or causal inference analysis.
• Knowledge of machine learning pipelines or collaboration with data science teams on models related to routing, QA scoring, forecasting, or recommendations.
• Industry experience in online consumer products, travel, e-commerce, or marketplaces.
• Hands-on frontend or backend software development experience building internal tools, possibly using frameworks such as React/Next.js or Node.js.
• Prior leadership roles at Staff or Tech-Lead level with responsibility for technical direction and mentoring multiple team members.

Equal Opportunity and Additional Information

Agoda is committed to diversity, inclusion, and equal opportunity employment. Recruitment decisions rely solely on qualifications and merit without regard to protected characteristics such as gender, race, age, religion, disability, or veteran status.

Applications will be retained for future consideration; candidates can request removal of their information. Unsolicited agency submissions are not accepted; Agoda reserves the right to engage candidates directly.