Get to Know Our Team

The Global Service Delivery (GSD) team is responsible for Agoda's office infrastructure and staff connectivity. We provide the hardware, software, and access to resources that allows staff to achieve their goals. Whether in the office, working remotely, or traveling, we enable everyone to stay connected. The GSD team uses state-of-the-art cloud management technologies combined with the best of on-site services to manage the latest hardware running Windows, macOS, and Linux.

The Opportunity

We are looking for candidates with a passion for corporate technology and experience in Identity and Access Management (IAM) to join our team in Bangkok. This role offers excellent growth opportunities in a multicultural environment. 

Responsibilities:

- Support business access requirements on multiple systems. 

- Resolve day-to-day issues assigned to the GSD Operations team. 

- Design, implement, and manage user access controls and permissions. 

- Oversee the user provisioning lifecycle in the company 

- Automate identity and roles provisioning and de-provisioning processes. 

- Maintain role-based access control (RBAC) and attribute-based access control (ABAC) models. 

- Provide support and troubleshooting for requests received via ServiceDesk, ensuring all requests are completed within the agreed SLA. 

- Take on long-term projects in addition to daily tasks, allowing for growth and development. 

- Make quick decisions, implement standards, and best practices to improve support processes. 

Requirements:

- Fluent in English. 

- Enthusiastic team player. 

- Critical thinker – likes to challenge and ask questions 

- Minimum 4 years of experience in IT Helpdesk, IT Operations support, or as an IAM Analyst. 

- Background in “no code” automations and working with APIs. 

- Solid knowledge of SQL Database Server and query commands. 

- Good knowledge of Okta or similar Identity Providers (IDP). 

- Good knowledge of Active Directory management tools, Exchange, and SharePoint. 

- Good knowledge of Azure AD, Exchange Online, or Microsoft Office 365. 

- Customer service-minded with great communication and interpersonal skills. 

- Strong organizational and time management skills, analytical skills, attention to detail, and accuracy. 

- Must demonstrate ownership and be both proactive and reactive. 

Mission

Speechify is the easiest way to listen to the world’s information. Articles on the web, documents in the cloud, books on your phone. We absorb it all and let you listen to it at your desk, on the go, at your own speed, and with tools that make learning easier, deeper, and faster.

What streaming services have done for audio entertainment, we’re doing for audio information. And whatever we’re doing seems to be working. We’re #1 in our category, and experiencing exponential growth.

Overview

We're looking for a Senior Software Engineer to join our Core Experiences Team. This team builds and maintains the foundational services and SDKs that power Speechify’s product experience across platforms. It's a critical role for someone who enjoys working at the intersection of product and infrastructure, thinks strategically, and is passionate about designing clear, reliable APIs and simple systems that directly enhance the user experience.

What You’ll Do

• Collaborate with Speechify’s Product Teams to scope projects, find ways to reduce scope to get faster feedback from customers, navigate the integration/UX tradeoffs relevant to different product teams, and deliver solutions via our cross-platform SDK
• Optimize existing functionality to ship things like faster loading and more intelligent parsing by designing more efficient abstractions and improving our algorithms
• Ship cloud functions, lightweight backend services, and jobs using Kotlin

An Ideal Candidate Should Have

• Systems thinking. You know that optimizing a system requires end-to-end design, and you believe simplicity is valuable.
• Speed. You work quickly to generate ideas and options and know how to decide which things can ship now and what things need time
• Focus. We’re a high-growth startup with a busy, remote team. You know how and when to engage or be heads down
• Collaboration. You know how to inspire, play, and negotiate with opinionated designers, marketers, and PMs
• Preferred Tech Stack:
  • Kotlin Multiplatform (Java experience is OK but role is Kotlin Multiplatform) 
  • Prior experience with GCP is a plus

What We Offer

• A fast-growing environment where you can help shape the company and product.
• An entrepreneurial-minded team that supports risk, intuition, and hustle.
• A hands-off management approach so you can focus and do your best work.
• An opportunity to make a big impact in a transformative industry.
• Competitive salaries, a friendly and laid-back atmosphere, and a commitment to building a great asynchronous culture.
• Opportunity to work on a life-changing product that millions of people use.
• Build products that directly impact and support people with learning differences like dyslexia, ADD, low vision, concussions, autism, and more.
• Work in one of the fastest growing sectors of tech, the intersection of artificial intelligence and audio.

Think you’re a good fit for this job? 

Tell us more about yourself and why you're interested in the role when you apply.
And don’t forget to include links to your portfolio and LinkedIn.

Not looking but know someone who would make a great fit? 

Refer them! 

Speechify is committed to a diverse and inclusive workplace. 

Speechify does not discriminate on the basis of race, national origin, gender, gender identity, sexual orientation, protected veteran status, disability, age, or other legally protected status.

Purpose of the role

The WFM Senior Schedule Planner (Senior SP)/ Schedule Planner operates as senior level role within CEG’s WFM Schedule Planning team, with responsibilities in creating and publishing accurate agent and Team Manager schedules.

The Senior SP/Schedule Planner will organize schedules to optimize balanced SLA delivery and comply with legal and operations constraints. This role also has responsibilities in BAU schedule activities, such as shift assignment, training, meeting and coaching as well as JIRA ticket requests, for agent pull-out. This role is also a ‘subject matter expert’ in Verint setup and maintain Verint profile.

As a senior role in the schedule planning team, the senior SP/Schedule Planner is a support to the WFM management team. The senior SP also provide coaching to team members, as well as leading projects and task.

Activities Performed on the Job

The activities of the Senior Schedule Planner/Schedule Planner will have responsibilities of supporting team management and project management.

1. Shift and specialization planning based on demand need.
2. Design schedule patterns that is non-bias, best fit with demand need and complying to local regulation
3. Upload and publish rosters into Verint.
4. Review changes in demand need, suggest and complete shift change adjustment based on agreed timeline.
5. On time Scheduling and publishing of planned shrinkages to ‘best’ time
   • Training, meeting, and coaching (TMC) planning and mapping to the ‘best’ time in schedule
6. Managing additional shrinkage requests
   • Manage additional shrinkage requests coming from different department, based on priority, and agreed timelines.
7. Complete Work Requests and Ticketed Work Items
   • Manage agents’ user profile based on skillset updates from L&D and reflect reporting alignment based on HC profile updates.
   • Manage and support stakeholders’ requests through JIRA service desk.
   • Update time off pool settings in Verint based on HC profile updates.
8. Stakeholder Engagement
   • Participate with added value in meetings and engagements with key stakeholders (e.g., CEG tech Team, CST Regional Customer Deliver Managers and wider WFM team)
   • Maintain clear communication to all parties in all kinds of communication channel.

The WFM Senior Schedule Planner/Schedule Planner have activities & expectation as below:

1. Strong Personal Performance
   • Always be a role model to Schedule Planners and wider WFM.
   • Perform and complete SP responsibilities with high standard.
2. Supporting Team management
   • Lead/ organize the team in projects/ tasks
   • Provide feedback and support to scheduling team on errors and best practice
3. Project Management
   • Opportunity to guide the team in OKR, projects and tasks with Manager's supervision.
4. Other non-core tasks
   • Support new team members and interns.
   • Other activities as defined by Team Manager and WFM Manager

Expectations – Behaviors and Values

1. Curious mind with a good ability to understand technical concepts
2. Proactive attitude towards both adapting and instigating change
3. Passion to support, help and do the right thing.
4. Understanding Agoda’s business priorities

Competencies Required

The Senior Schedule Planners requires competencies of Schedule Planners and additional competency to excel in presentation is expected:

Qualifications, Experience and Trainings Required