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Priceline

Contact Center Technology Engineer

Job · Full-timeIn OfficeMumbai5-6 years1 opening

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About this role

Priceline is hiring for Contact Center Technology Engineer in Mumbai. This opening was published by Priceline on their official careers board (Workday) on 9 July 2026 and was confirmed live on 14 September 2026. Job details • Company: Priceline • Role: Contact Center Technology Engineer •…

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Skills you'll use

PythonSQLNLPAWSSalesforceCommunicationCRMNetworking

What you'll do

Technical Foresight – Lead various contact center configurations including: IVR & ACD (Amazon Connect/AWS DynamoDb, Lambda,S3, Cloudwatch/logs), API integrations, messaging/chat platforms, WFO platforms (Verint or equivalent), APIs, general solving (networking, connectivity), etc.
Fortify & Optimize – Support global contact center teams that depend on stable technology platforms to facilitate customer interactions and agent transaction processing. Seek opportunities to secure/harden the contact center infrastructure and improve the proactive monitoring of critical components. Ensure the quality of contact center service in terms of stability, performance, and cost efficiency. Partner with Product, Operations, and technology teams across the organization globally to deliver better customer experience and agent experience.
Vendor Engagement – Facilitate discussions with outsourced partners and contact center technology vendors (Verint, Amazon, Salesforce etc.) to achieve business objectives.
Analytics – Analyze metrics on platform/system performance to ensure uptime requirements are met. Continually review and make recommendations to the business on ways technology can be demonstrated to improve the customer experience and/or enhance operational efficiency.
Incident Management - Assist with efforts related to service restoration and root cause analysis. Work through outsource partner counterparts to remedy service degradations and develop proper preventive measures as needed to prevent future service failures.

Who can apply

5+ years in Contact Center Technology or a related field.
Direct experience with Amazon Connect/AWS DynamoDb, Lambda,S3, Cloudwatch/logs), Queues, Routing Profiles, Dynamic Routing, etc
Familiarity with contact center platforms and automated agent evaluation processes (e.g., Amazon Connect Contact Lens or similar AI powered QA frameworks).
Familiarity with voice and data networking
Expertise in connecting Amazon Connect (CCP/Kinesis, etc) with major CRM platforms (Salesforce, Zendesk) or proprietary internal CRM solutions.

Perks & benefits

Our benefits are designed to support your health, wellbeing, and life inside and outside of work. Eligible Priceliners have access to:Health & wellness coverage including medical, dental, vision, and mental health resourcesGenerous time off including PTO, holidays, a company-wide Priceline Pause reset week, and paid volunteer daysWork/life support including the ability to work up to 4 weeks per year from anywhere, parental leave, dependent care and family support resources, Summer Fridays, and office perks like stocked kitchens and catered meals (varies by location)Financial security programs such as retirement plans with company contributions, life and disability coverage, and tax-advantaged accountsSignature travel perks including employee-only discounts on hotels and flights, VIP deals, and Big Deal Bucks creditsAdditional perks & discounts like travel and partner discounts, tuition support, legal support, and pet benefitsA people-first culture with Employee Resource Groups (ERGs), social events, recognition programs, and service awards that help you connect, grow, and celebrate together

About Priceline

This role is eligible for our hybrid work model: Two days in-office. We use technology to help people, plain and simple. In this role, you’ll join our Contact Center Technology team to revolutionize the Customer Care Operational experience for agents and customers. We move fast, iterate constantly…

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