Senior / Staff Data Engineer (BI) – CEG Team

The opportunity

Data engineering and tools

• Build ETL/ELT pipelines from case management, telephony, chat, bots, QA, WFM, CRM, third-party tools, and logs.
• Develop data models for reporting, monitoring, forecasting, quality assurance, and experimentation.
• Implement validation, anomaly detection, and monitoring; agree data definitions, SLAs, and ownership with stakeholders.
• Optimize performance and cost of data jobs and queries handling calls, chats, emails, cases, and events.
• Build internal products such as self-service analytics, monitoring dashboards, alerts, investigator and QA tools, and agent-performance views.
• Use programming languages to build APIs, data services, and lightweight UIs; apply testing, code review, CI/CD, and observability.
• Translate operational needs into tools, deliver and iterate on solutions, and promote reusable standards and practices.

Analytics and collaboration

• Build and maintain reports and dashboards for contact volumes, handling time, quality, customer outcomes, agent performance, and alerts.
• Analyze contact patterns, customer issues, agent performance, and operational efficiency; identify root causes and recommend practical improvements.
• Define and maintain consistent KPIs, including CSAT, NPS, SLA, AHT, FCR, and quality scores.
• Explain findings, implications, and recommended next steps in clear business-friendly language.
• Collaborate with CEG stakeholders and data peers; share standards, reusable components, and datasets; mentor team members.
• At Staff level, drive data-tool roadmaps, influence cross-team architecture, and scale the CEG data ecosystem.

Required qualifications

• 8+ years as a Data Engineer, Analytics Engineer, or Data Analyst in a data-driven environment; Staff level typically requires 10+ years or equivalent scope and impact.
• Strong SQL, including complex joins, window functions, aggregation, and query optimization.
• Experience with at least one major data warehouse or big data technology, such as BigQuery, Snowflake, Redshift, Hive, Spark, Vertica, or StarRocks.
• Experience with ETL/ELT tools or orchestration frameworks, such as Airflow, dbt, or internal frameworks.
• Proficiency in at least one programming language for data and services, such as Python, Java, Golang, Kotlin, or JavaScript/TypeScript.
• Production-grade data pipeline and/or data-service experience, with attention to quality, monitoring, and maintainability.
• Experience with BI or visualization tools such as Tableau, Power BI, Superset, Metabase, or Looker.
• Strong analytical thinking and ability to communicate complex topics clearly to nontechnical stakeholders.

Preferred qualifications

• Experience with event-driven data, including logs, clickstream, customer journeys, contact flows, or tracking data.
• Knowledge of dimensional modeling, Kimball, data vault, or star/snowflake schemas.
• Experience with A/B testing, experimentation platforms, or causal analysis; familiarity with ML pipelines or data science teams.
• Experience in online consumer products, travel, e-commerce, or marketplaces.
• Frontend or backend development experience building internal tools; prior Staff or Tech-Lead experience driving technical direction and mentoring.

About Agoda