Senior Systems Engineer – Cont · Gurugram

Agoda is looking for a Senior Systems Engineer specializing in Contact Center Technology to support, scale, and maintain our global telecommunications and support infrastructure in Gurugram.

Key Responsibilities

• Design, implement, and maintain enterprise contact center infrastructure and telephony platforms.
• Manage VoIP, SIP trunking, IVR workflows, and automated call distribution systems.
• Troubleshoot complex voice, networking, and system-level issues impacting contact center uptime.
• Partner with global IT and engineering teams to integrate contact center tools with internal systems.
• Automate routine administrative tasks, monitoring alerts, and configuration management.
• Maintain system documentation, architecture diagrams, and disaster recovery plans.
• Conduct performance monitoring, capacity planning, and patch management across production servers.
• Collaborate with telecom vendors and service providers to resolve service incidents quickly.
• Implement security protocols and compliance measures for voice and communications infrastructure.
• Participate in on-call rotations to ensure high availability for global 24/7 contact centers.