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

About Agoda

Agoda was established in 2005 out of the founders’ shared passion for travel, aiming to simplify exploration worldwide. Now a member of Booking Holdings (NASDAQ: BKNG), Agoda employs over 7,000 people from 90 nations across global offices. Daily, Agoda connects users to destinations and experiences worldwide through extensive hotel, property, flights, and experience offerings.

Data and technology are core to Agoda’s culture, driving innovation and curiosity. Joining Agoda means embarking on a journey to help build travel solutions for the world.

Team Overview

The Data department caters to Agoda’s comprehensive data needs, focusing on boosting data utilization company-wide by deploying innovative strategies and powerful resources such as data warehouses, queue systems, BI tools, and data science technologies. The team consists of talented individuals supported for growth within a diverse and experimental cultural environment. They play a critical role supporting decision-making for multiple internal stakeholders and enhancing customer experience and fraud protection.

Role Summary

As a Senior or Staff Data Engineer in the Customer Experience Group (CEG), you will architect, develop, and sustain foundational data and software that empower CEG users supporting customers and agents via various contact channels. Collaboration with cross-functional teams ensures delivery of robust pipelines, scalable data models, internal tools, and insightful analytics to elevate customer satisfaction and operational productivity. This role balances engineering (pipelines, tooling, optimization) and analytics (business insights, dashboards) responsibilities. Staff level contributions include strategic data and tooling vision, cross-team architectural influence, and elevating engineering standards.

Key Responsibilities

• Design and implement scalable ETL/ELT workflows to ingest and transform data from CEG internal systems (like case management, telephony, chat, QA tools, WFM, CRM) as well as third-party sources.
• Develop optimized data models (warehouse tables, marts, views) supporting reporting, monitoring, forecasting, quality assurance, and experiments.
• Ensure data integrity, dependability, and observability through validation, anomaly detection, monitoring, and defining data governance parameters such as ownership and SLAs.
• Enhance performance and cost efficiency of data processing jobs via techniques such as partitioning, indexing, query tuning, and storage optimizations for high-volume datasets including calls, chats, cases, and events.
• Collaborate on standardizing tools and best practices for version control, CI/CD, reviews, documentation, and operations runbooks with data platform and engineering teams.
• Design and create internal data tools and products for self-service analytics, monitoring dashboards, alerting, QA support, and agent performance assessments using programming languages such as Python, Java, Golang, or JavaScript/TypeScript.
• Translate operational challenges into actionable data tools in close partnership with product managers and operations, overseeing delivery and iteration.
• Implement solid software engineering processes—including testing, code review, and observability—to ensure data products are reliable and maintainable.
• At the Staff level, develop and lead the roadmap for CEG data tools and platforms with an emphasis on reusability across business lines and regions.
• Work with business partners to transform their inquiries into structured data problems and analytic methods, creating dashboards and reports featuring critical performance indicators such as contact volume, handling time, quality measures, and agent metrics.
• Conduct deep analyses on contact patterns, customer issues, agent performance, and operational efficiencies, identifying root causes and recommending data-driven improvements.
• Establish and maintain consistent definitions for KPIs including CSAT, NPS, SLA, AHT, FCR, and quality scores across teams.
• Communicate complex insights plainly and suggest practical next steps.
• Serve as a trusted data advisor to operations leaders, product owners, QA teams, WFM, and regional management.
• Cooperate with other data professionals to align data standards, components, and datasets within CEG.
• Provide mentorship for junior and mid-level members on best practices in data engineering, analytics, and software development.
• Contribute to continual workflow enhancements including code reviews, documentation, incident analysis, and knowledge sharing.
• At the Staff level, provide architectural guidance and foster scalable data ecosystems that support business expansion.

Minimum Qualifications

• At least 8 years of professional experience in data engineering, analytics engineering, or data analysis within a data-intensive setting; Staff level roles typically require 10+ years or equivalent organizational impact.
• Advanced SQL expertise including complex joins, window functions, aggregation, and query optimization.
• Hands-on experience with a major data warehouse or big data platform such as BigQuery, Snowflake, Redshift, Hive, Spark, Vertica, or StarRocks.
• Proficiency with ETL/ELT and workflow orchestration tools like Airflow, dbt, or proprietary frameworks.
• Competence in at least one programming language used for data and services such as Python, Java, Golang, Kotlin, or JavaScript/TypeScript.
• Proven track record developing production-quality data pipelines and services emphasizing robustness, monitoring, and maintainability.
• Experience with BI and visualization platforms like Tableau, Power BI, Superset, Metabase, or Looker.
• Strong analytical skills capable of framing business questions, exploring datasets, and producing actionable insights.
• Excellent communication skills that convey complex subjects clearly to technical and non-technical audiences alike.

Preferred Skills

• Background working with event-driven data flows including logs, clickstream, customer journeys, and interaction tracking.
• Understanding of data modeling frameworks such as dimensional models, Kimball methods, data vaults, or star/snowflake schemas.
• Experience with experimental design including A/B testing and causal inference.
• Familiarity with machine learning pipeline development or collaboration with data science teams on models like routing, QA scoring, forecasting, or recommendations.
• Industry experience in online consumer services, travel, e-commerce or marketplace platforms.
• Hands-on development in frontend/backend for internal operational tools using frameworks like React, Next.js, or Node.js.
• Previous responsibility as a Staff engineer or technical lead providing mentorship and technical direction to multiple team members.

Equal Opportunity & Privacy

Agoda is an inclusive employer embracing diversity across demographics and perspectives, ensuring merit-based hiring free from discrimination based on gender, age, race, nationality, religion, orientation, disability, or veteran status. Applications are stored confidentially for future openings with removal available upon request. Please note unsolicited agency CV submissions will not be accepted.