We are seeking a deeply experienced technical leader to lead the next generation of engineering investments, and culture for the Global Customer Operations (GCO) Virtual Agent Platform (VAP). The technical leader in this role will help design, engineer and drive implementation of critical pieces of the EG-wide architecture (platform and applications) for customer care - these areas include, but limited to, on boarding new (internal and external) partner services onto a new GraphQL based service registry, with intelligent fulfillment, building end-end customer journeys for self-service like Lodging Cancel, Air Exchange as well as enabling Partner journeys on the Virtual Agent Programming Model.. In addition, a key focus of this leader's role will also be to grow and mentor junior software engineers in GCO with a focus on building out a '2020 world-class engineering excellence' vision / culture.
Brand Specific Description: The GCO Virtual Agent Platform (VAP)is a set of Platform and Application investments for Travelers, Partners, and Agents to intelligently self-serve across journeys via Chat & Voice. The 2019 experiences we are looking to drive are increased self-service, and intelligent contact center tooling for Agents.
Who you are:
Design, engineer and drive implementation of critical pieces of the EG-wide architecture (platform and applications) for customer care - these areas include, but limited to unified voice support, partner on boarding with configurable rules, Virtual agent programming model for all partners, and intelligent fulfillment. In addition, a key focus of this leader's role will also be to grow and mentor junior software engineers in GCO with a focus on building out a '2020 world-class engineering excellence' vision / culture.
What you'll do:
- Deep Technology Leadership (Design, Implementation, and Execution for the following);
- Ship next-gen EG-wide architecture (platform and applications) that enable 90% of automated self-service journeys with voice as a first-class channel from day zero.
- On-boarding existing and new service layer invocations via a GraphQL interface / stitcher for Virtual Agents to execute.
- Programming Model for Intelligent actions in the Fulfillment layer
- End-end buildout of Journeys for GCO self-service flows and partners flows using the new VA Programming Model.
- Engage with and translate internal and external partner requirements into platform investments for effective on boarding of customers
- Represent GCO's Technical Architecture at senior leadership meetings (eCP and EG) to influence and bring back enhancements to improve the Virtual Agent Platform.
Why Join Us?:
Expedia Group recognizes our success is dependent on the success of our people. We are the world's travel platform, made up of the most knowledgeable, passionate, and creative people in our business. Our brands recognize the power of travel to break down barriers and make people's lives better – that responsibility inspires us to be the place where exceptional people want to do their best work, and to provide them the tools to do so.
Whether you're applying to work in engineering or customer support, marketing or lodging supply, at Expedia Group we act as one team, working towards a common goal; to bring the world within reach. We relentlessly strive for better, but not at the cost of the customer. We act with humility and optimism, respecting ideas big and small. We value diversity and voices of all volumes. We are a global organization but keep our feet on the ground, so we can act fast and stay simple. Our teams also have the chance to give back on a local level and make a difference through our corporate social responsibility program, Expedia Cares.
If you have a hunger to make a difference with one of the most loved consumer brands in the world and to work in the dynamic travel industry, this is the job for you.
Our family of travel brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Egencia®, trivago®, HomeAway®, Orbitz®, Travelocity®, Wotif®, lastminute.com.au®, ebookers®, CheapTickets®, Hotwire®, Classic Vacations®, Expedia® Media Solutions, CarRentals.com™, Expedia Local Expert®, Expedia® CruiseShipCenters®, SilverRail Technologies, Inc., ALICE and Traveldoo®.
Expedia is committed to creating an inclusive work environment with a diverse workforce. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status. This employer participates in E-Verify. The employer will provide the Social Security Administration (SSA) and, if necessary, the Department of Homeland Security (DHS) with information from each new employee's I-9 to confirm work authorization.