Expedia Group brands power global travel for everyone, everywhere. We design cutting-edge tech to make travel smoother and more memorable, and we create groundbreaking solutions for our partners. Our diverse, vibrant, and welcoming community is essential in driving our success.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Technical Account Manager, Agent tool provisioning

Our Technology Team partners with teams across Expedia Group to create innovative products, services, and tools to deliver high-quality experiences for travelers, partners, and our employees. A singular technology platform powered by data and machine learning provides secure, differentiated, and personalized experiences that drive loyalty and traveler satisfaction.

Why Join Us?

To shape the future of travel, people must come first. Guided by our Values and Leadership Agreements, we foster an open culture where everyone belongs, differences are celebrated and know that when one of us wins, we all win.

We provide a full benefits package, including exciting travel perks, generous time-off, parental leave, a flexible work model (with some pretty cool offices), and career development resources, all to fuel our employees' passion for travel and ensure a rewarding career journey. We’re building a more open world. Join us.

Introduction to the Team

The Technical Account Manager, Agent Tool Provisioning role sits within the Technical Operations & Platform Success (TOPS) team in Expedia Group’s Traveler & Partner Services Platform (TPSP) division. TPSP is responsible for the global customer support strategy for all Expedia Group brands, the execution of that strategy, and the technology that enables it. The team deploys both virtual and human agents to provide effortless support to Expedia travelers (B2C) and Expedia demand partners (B2B) and their travelers, across multiple brands and channels.

As part of TOPS, this role ensures our contact center technology truly enables excellence in global servicing. You will act as the primary liaison between our vendor and internal call center provisioning admins—helping them navigate our tools, prioritizing product enhancements that improve their experience, resolving complex provisioning issues across our global footprint, and defining guidelines and audits that keep us compliant and consistent at scale.

In this role, you will:

• Develop strong working relationships with partners, serving as a trusted technical point of contact for provisioning activities.

• Contribute to the design and execution of changes across the end-to-end provisioning flow to support defined business requirements.

• Support the build and maintenance of persona mappings across agent tools, including SSO and automated provisioning.

• Apply solid technical knowledge to troubleshoot issues, support solution design, and assist with partner-specific provisioning needs.

• Create and maintain provisioning plans for a portfolio of partners, with guidance on scope and complexity.

• Identify potential provisioning risks, escalate concerns appropriately, and assist in tracking mitigation actions through resolution.

• Represent partner needs in cross-functional discussions with product, engineering, operations, and support teams, while aligning with established policies and priorities.

• Participate in project tasks and process improvement initiatives to enhance TAM tooling, documentation, and operational consistency.

Experience and qualifications:

• 2 to 4 years of professional experience in tool administration, configuration, or contact center technologies.

• 1 to 2 years in a customer-facing technical role, such as Technical Account Management, Solutions Consulting, or similar.

• Experience supporting contact center operations, including areas such as IVR configuration, routing, workforce planning, or agent tooling.

• Familiarity with platforms such as Pega, Sprinklr, Oracle, Salesforce, Genesys, or other CRM or CCaaS solutions.

• Working knowledge of call center operations, including common KPIs, routing concepts, agent skilling, and incident handling.

• Foundational project coordination skills with strong written and verbal communication, analytical thinking, and problem-solving abilities.

• Comfortable explaining call center concepts, tool integrations, and provisioning workflows to both technical and non-technical audiences.

• Demonstrated curiosity and willingness to learn new systems, technologies, and operational models.
  

Accommodation requests

If you need assistance with any part of the application or recruiting process due to a disability, or other physical or mental health conditions, please reach out to our Recruiting Accommodations Team through the Accommodation Request.

We are proud to be named as a Best Place to Work on Glassdoor in 2024 and be recognized for award-winning culture by organizations like Forbes, TIME, Disability:IN, and others.

Expedia Group's family of brands includes: Brand Expedia®, Hotels.com®, Expedia® Partner Solutions, Vrbo®, trivago®, Orbitz®, Travelocity®, Hotwire®, Wotif®, ebookers®, CheapTickets®, Expedia Group™ Media Solutions, Expedia Local Expert®, CarRentals.com™, and Expedia Cruises™. © 2024 Expedia, Inc. All rights reserved. Trademarks and logos are the property of their respective owners. CST: 2029030-50

Employment opportunities and job offers at Expedia Group will always come from Expedia Group’s Talent Acquisition and hiring teams. Never provide sensitive, personal information to someone unless you’re confident who the recipient is. Expedia Group does not extend job offers via email or any other messaging tools to individuals with whom we have not made prior contact. Our email domain is @expediagroup.com. The official website to find and apply for job openings at Expedia Group is careers.expediagroup.com/jobs.

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, religion, gender, sexual orientation, national origin, disability or age.