Technical Contact Center Support Specialist (Cairo based)

About Agoda

At Agoda, we bridge the world through travel. Our story began in 2005, when two lifelong friends and entrepreneurs, driven by their passion for travel, launched Agoda to make it easier for everyone to explore the world.

Today, we are part of Booking Holdings [NASDAQ: BKNG], with a diverse team of over 7,000 people from 90 countries, working together in offices around the globe. Every day, we connect people to destinations and experiences, with our great deals across our millions of hotels and holiday properties, flights, and experiences worldwide.

No two days are the same at Agoda. Data and technology are at the heart of our culture, fueling our curiosity and innovation. If you’re ready to begin your best journey and help build travel for the world, join us.

Get to know our team The Customer Experience Group (CEG) Technology team ensures the smooth running of information systems across a global network of multi-channel contact centers. We support colleagues across multiple sites in different countries, whether they are in the office, working remotely, or traveling, and we make sure our tools and systems enable everyone to stay connected and serve our customers effectively.

The Opportunity We are looking for a results data-driven Technical Contact Center Support Specialist to join our CEG Tech team. In this role, you will support modern contact center platforms and internal tools, help resolve system and booking-related issues, and act as an escalation point for our contact center teams and partners.

This position primarily covers business off hours of APAC time zone.

Job Summary Support the stability, efficiency, and continuous improvement of contact center operations by troubleshooting systems, managing escalations and incidents, coordinating with internal and external stakeholders, and supporting operational projects. The role serves as a key link between contact center teams, IT, Technology, Product, Operations, vendors, and partner teams.

Key Responsibilities

1. Contact Center Support and Troubleshooting

Provide first-level technical and operational support to contact center through chat and email.

Assist with system setup, access, configuration, and troubleshooting for contact center tools and related systems.

Resolve issues promptly to minimize disruption to contact center operations.

Work with local IT teams to monitor and maintain relevant systems and take appropriate action when technical alerts or alarms occur.

2. Escalation and Incident Management

Investigate escalations related to bookings, systems, contact center tools, and operational processes.

Conduct initial root-cause analysis and provide clear, timely feedback to stakeholders.

Escalate complex issues to specialized Product, Technology, Operations, or vendor teams when required.

Act as a key escalation point and coordinator during contact center system breakdowns, technical outages, and major product incidents.

Coordinate incident resolution with internal technology, local IT, operations, and vendor teams in line with established procedures and on-call schedules.

3. System Monitoring and Continuous Improvement

Monitor contact routing and related systems to identify service disruptions, performance issues, and operational risks.

Investigate recurring problems and recommend corrective or preventive actions.

Work with external partners and vendors to implement system fixes, enhancements, and reliability improvements.

Support post-incident reviews and ensure lessons learned are incorporated into future processes and system improvements.

4. Improvement Projects and Change Support

Manage small-scale contact center improvement projects, from gathering business requirements and coordinating testing to supporting deployment and post-implementation handover.

Coordinate with relevant stakeholders to support solution design, testing, user acceptance testing, and deployment.

Validate changes after release