Senior / Staff Data Engineer (BI) CEG Team📣 إعلان

About the Role

Agoda is seeking a Senior / Staff Data Engineer (BI) to join its Customer Experience Group (CEG) Team in Riyadh, Saudi Arabia. This full-time position involves designing, building, and maintaining the data and software foundations that empower CEG business users to serve customers and agents across all contact channels. The role requires comfort in switching between engineering work (pipelines, data models, internal services, tooling) and analytics work (business questions, dashboards, deep-dive analysis). At the Staff level, the individual will also shape CEG’s data and tooling strategy, influence cross-team architecture, and raise the overall engineering and data standards for the team.

Key Responsibilities

The successful candidate will collaborate with Product, Operations, Analytics, Operations Efficiency, WFM, DevOps, and engineering teams. The primary objective is to deliver reliable data pipelines, scalable models, internal tools, and clear insights that improve customer experience and operational efficiency. This role involves direct interaction with both engineers and business stakeholders.

Data Engineering and Tool Development

• Design, build, and maintain scalable ETL/ELT pipelines to ingest, transform, and serve data from CEG systems and third-party tools.
• Develop and optimize data models (*, warehouse tables, marts, views) that power CEG reporting, monitoring, forecasting, QA, and experimentation.
• Ensure data quality, reliability, and observability by implementing validation checks, anomaly detection, and monitoring for key CEG datasets and metrics.
• Improve performance and cost efficiency of data jobs and queries for high-volume CEG data.
• Collaborate with data platform and engineering teams to standardize tooling and best practices.
• Design and build data tools and internal products for CEG, such as self-service analytics and monitoring dashboards.
• Implement APIs, data services, and lightweight UIs using languages such as Python, Java, Golang, or JavaScript/TypeScript.
• Work closely with CEG product managers and operations to translate operational pain points into concrete data tools, from problem framing to delivery and iteration.
• Apply solid software engineering practices—testing, code reviews, CI/CD, observability—to data products.
• At the Staff level, define and drive the roadmap for key CEG data tools and platforms, ensuring reuse across regions, lines of business, and channels.

Data Analytics and Collaboration

• Partner with CEG product and business teams to translate questions into data problems and design clear analytic approaches.
• Build and maintain dashboards and reports that provide reliable metrics and self-service access to data.
• Perform deep-dive analysis to understand trends in contact patterns, customer issues, agent performance, and operational efficiency; identify root causes and propose practical, data-driven recommendations.
• Define and maintain metrics and KPIs, ensuring consistent definitions across CEG teams and tools.
• Communicate findings in simple, business-friendly language, including clear implications and recommended next steps.
• Act as a trusted data partner for CEG stakeholders (operations leaders, product managers, WFM, QA, training, policy, and regional leadership).
• Work with other data engineers, analysts, and scientists to align on data standards, reusable components, and shared datasets for CEG.
• Mentor junior and mid-level team members on data engineering, analytics, and software engineering best practices.
• Contribute to continuous improvement of team workflows.
• At the Staff level, influence cross-team architecture and ways of working, ensuring CEG’s data ecosystem scales with business growth.

Required Qualifications

• 8+ years working as a Data Engineer, Analytics Engineer, or Data Analyst in a data-driven environment (Staff level typically 10+ years or equivalent scope/impact).
• Strong SQL skills (complex joins, window functions, aggregation, query optimization).
• Experience with at least one major data warehouse / big data technology (*, BigQuery, Snowflake, Redshift, Hive, Spark, Vertica, StarRocks, or similar).
• Solid experience with ETL/ELT tools or orchestration frameworks (*, Airflow, dbt, internal frameworks).
• Proficiency in at least one programming language for data and services (*, Python, Java, Golang, Kotlin, or JavaScript/TypeScript).
• Experience building production-grade data pipelines and/or data services with attention to quality, monitoring, and maintainability.
• Experience with BI / visualization tools (*, Tableau, Power BI, Superset, Metabase, Looker).
• Strong analytical thinking: comfortable framing business questions, exploring data, and turning results into clear insights.
• Ability to communicate complex topics in simple, concise language to non-technical stakeholders.

Preferred Qualifications

• Experience with event-driven data (logs, clickstream, customer journey, contact flows, tracking data).
• Knowledge of data modeling techniques (*, dimensional modeling, Kimball, data vault, star/snowflake schema).
• Experience with A/B testing, experimentation platforms, or causal analysis.
• Familiarity with ML pipelines or working with data science teams (*, routing models, QA scoring, forecasting, recommendations).
• Experience in online consumer products, travel, e-commerce, or marketplaces.
• Hands-on frontend or backend development experience (*, building internal tools in React/****, ****, or similar frameworks) used by operations or support teams.
• Prior experience in a Staff or Tech-Lead role, driving technical direction and mentoring multiple engineers/analysts.