Senior / Staff Data Engineer (BI) CEG Team

About Agoda and the Data Department

Agoda, part of Booking Holdings [NASDAQ: BKNG], is a global travel platform established in 2005. The company connects travelers to destinations and experiences worldwide, supported by a diverse team of over 7,000 individuals across 90 countries. Data and technology are central to Agoda's operations, driving innovation and curiosity.

The Data department at Agoda manages all data-related requirements, aiming to enhance data utilization within the company. This is achieved through creative approaches and the implementation of robust resources, including operational and analytical databases, queue systems, BI tools, and data science technology. The team supports decision-making for business users, product managers, and engineers, while also improving customer search experiences and protecting against fraudulent activities.

The Opportunity: Senior / Staff Data Engineer (BI) CEG Team

Agoda is seeking a Senior / Staff Data Engineer to join the Customer Experience Group (CEG) team in Jeddah or Makkah. This full-time role requires 5-10 years of experience. The successful candidate will be instrumental in designing, building, and maintaining the data and software foundations that support CEG business users in serving customers and agents across all contact channels. The role involves collaboration with Product, Operations, Analytics, Operations Efficiency, WFM, DevOps, and engineering teams to deliver reliable data pipelines, scalable models, internal tools, and clear insights that enhance customer experience and operational efficiency.

This position requires comfort in transitioning between engineering work (pipelines, data models, internal services, tooling, optimization) and analytics work (business questions, dashboards, deep-dive analysis). At the Staff level, the engineer will also contribute to shaping CEG’s data and tooling strategy, influencing cross-team architecture, and elevating engineering and data standards within the team.

Key Responsibilities

• Design, build, and maintain scalable ETL/ELT pipelines for data ingestion, transformation, and serving 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) that support CEG reporting, monitoring, forecasting, QA, and experimentation.
• Ensure data quality, reliability, and observability through validation checks, anomaly detection, and monitoring for key CEG datasets and metrics.
• Define and enforce data definitions, SLAs, and ownership for critical tables and metrics in collaboration with stakeholders.
• Improve performance and cost efficiency of data jobs and queries for high-volume CEG data (calls, chats, emails, cases, events).
• Collaborate with data platform and engineering teams to standardize tooling and best practices (*, version control, CI/CD for data and services, code review, documentation, runbooks).
• Design and build data tools and internal products for CEG (*, self-service analytics, case monitoring dashboards, alerting systems, investigator tools, QA/review tools, agent performance views).
• Implement APIs, data services, and lightweight UIs using languages such as Python, Java, Golang, or JavaScript/TypeScript to expose data to agents, managers, and operations teams.
• Translate operational pain points into concrete data tools, from problem framing to delivery and iteration, in partnership with CEG product managers and operations.
• Apply software engineering practices—testing, code reviews, CI/CD, observability—to ensure data products are reliable, maintainable, and extensible.
• 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, identify root causes, and propose data-driven recommendations for contact patterns, customer issues, agent performance, and operational efficiency.
• Define and maintain metrics and KPIs, ensuring consistent definitions across CEG teams and tools.
• Communicate findings in clear, business-friendly language, including implications and recommended next steps.

Stakeholder Collaboration and Team Development

• Act as a trusted data partner for CEG stakeholders, including operations leaders, product managers, WFM, QA, training, policy, and regional leadership.
• Collaborate 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 the continuous improvement of team workflows, including code reviews, testing, documentation, runbooks, knowledge sharing, and incident reviews.
• At the Staff level, influence cross-team architecture and ways of working to ensure CEG’s data ecosystem scales with business growth.

Required Experience and Skills

• 5-10 years of experience in data engineering, business intelligence, or a related field.
• Proficiency in designing, building, and maintaining ETL/ELT pipelines and data models.
• Experience with data quality, reliability, and observability practices.
• Ability to optimize data jobs and queries for performance and cost efficiency.
• Familiarity with software engineering practices such as version control, CI/CD, and code reviews.
• Experience with programming languages such as Python, Java, Golang, or JavaScript/TypeScript for developing APIs, data services, and UIs.
• Strong analytical skills to translate business questions into data problems and design effective solutions.
• Demonstrated ability to build and maintain dashboards and reports, and perform deep-dive analysis.
• Excellent communication skills to convey technical information and business insights clearly to diverse stakeholders.