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

About the role

Agoda's Data department builds operational and analytical databases, queue systems, BI tools and data science technology to support business users, product managers and engineers. As a Senior or Staff Data Engineer in the Customer Experience Group (CEG), you will design, build and maintain the data and software foundations that power how CEG business users serve customers and agents across all contact channels. You will work with Product, Operations, Analytics, WFM, DevOps and engineering teams to deliver reliable data pipelines, scalable models, internal tools and clear insights.

Key responsibilities

• Design, build and maintain scalable ETL/ELT pipelines that ingest, transform and serve data from CEG systems (case management, telephony, chat, bots, QA tools, WFM, CRM) and third-party tools and logs.
• Develop and optimize data models (warehouse tables, marts, views) for reporting, monitoring, forecasting, QA and experimentation.
• Ensure data quality, reliability and observability: validation checks, anomaly detection and monitoring, and data definitions, SLAs and ownership.
• Improve performance and cost of data jobs and queries (partitioning, indexing, query tuning, storage formats).
• Build data tools and internal products such as self-service analytics, dashboards, alerting systems, investigator tools and agent performance views, using Python, Java, Golang or JavaScript/TypeScript for APIs, data services and lightweight UIs.
• Apply software engineering practices (testing, code reviews, CI/CD, observability) and, at Staff level, define the roadmap for key CEG data tools.
• Partner with product and business teams to turn questions into data problems, build dashboards and reports, perform deep-dive analysis and define and maintain metrics and KPIs (CSAT, NPS, SLA, AHT, FCR, quality scores).
• Communicate findings simply to non-technical stakeholders, mentor junior and mid-level colleagues, and at Staff level influence cross-team architecture.

Required profile

• 8+ years as a Data Engineer, Analytics Engineer or Data Analyst (Staff level typically 10+ or equivalent scope/impact).
• Ability to switch between engineering work and analytics work and to explain complex topics simply to business stakeholders.
• Preferred: experience in online consumer products, travel, e-commerce or marketplaces.

Required skills

• Strong SQL (joins, window functions, aggregation, query optimization).
• At least one data warehouse or big data technology (BigQuery, Snowflake, Redshift, Hive, Spark, Vertica, StarRocks, etc.).
• ETL/ELT tools or orchestration frameworks (Airflow, dbt, internal frameworks).
• A programming language for data and services (Python, Java, Golang, Kotlin, JavaScript/TypeScript).
• BI and visualization tools (Tableau, Power BI, Superset, Metabase, Looker).
• Preferred: event-driven data, data modeling (Kimball, data vault), A/B testing, ML pipelines and frontend/backend development.