6 Onedesk Jobs

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. Senior Technical Program Manager - AI Our Corporate Functions include teams that power Expedia Group behind the scenes—from Finance and Legal to People, Platform, and Technology. The Traveler and Partner Service Platform (TPSP) organization builds the systems that enable travelers and partners to get timely, effective support across Expedia Group. We power customer service, sales support, agent tools, and contact center platforms—driving intelligent, scalable solutions through automation, AI, and system integrations. We’re looking for a Senior Technical Program Manager to lead high-impact, AI-focused programs that enhance service and sales experiences across traveler and partner journeys. You’ll drive initiatives that bring LLMs, real-time inference, and automation into platforms like Salesforce Service Cloud and AWS Connect—partnering across Machine Learning, Engineering, Product, and Data teams. This is a high-visibility role with long-term impact across Expedia Group domains, enabling AI adoption at scale and improving how we support and engage our global customers and partners. In This Role, You Will Drive the end-to-end delivery of AI-powered initiatives—from initial concept through production deployment and enterprise-wide scaling Lead programs delivering AI voice, chat, and agent-assist solutions using a mix of third-party tools, internal tech stacks, and bring-your-own (BYO) ML models Partner with ML Engineering teams to define requirements for LLM integration, real-time inference, and knowledge base optimization Work with Data Science teams to define model performance benchmarks, build experimentation frameworks (A/B testing), and support continuous improvement Coordinate AI integrations with Salesforce Service Cloud (OneDesk), including case management, knowledge management, omni-channel routing (Salesforce + AWS Connect), and tools like Einstein for Service, Agentforce, and Amazon Q/Bedrock Collaborate with internal engineering teams responsible for travel systems (booking, reservations, payments, loyalty) and service data platforms to enable seamless integration Balance technical innovation with legacy system constraints, managing integration complexity and technical debt while enabling modernization Engage with internal platform and vendor partners to ensure architecture alignment and solution scalability Develop and maintain detailed program plans, managing milestones, dependencies, risks, and resources across parallel workstreams Partner with Workstream Program Management and jointly provide executive and operational stakeholders with transparent communication on program progress, trade-offs, and risk mitigation Drive operational readiness and organizational change management to support AI adoption and successful deployments, adhering to and evolving established tenets, standards, and best practices Ensure disciplined TPM practice by managing AI program pipelines against highest business priorities, maximizing engineering capacity, resolving defects within SLA, supporting KTLO and infrastructure initiatives, and fostering deep partnerships with engineering managers and developers Continuously improve program management processes, delivery frameworks, and cross-functional collaboration models Experience And Qualifications 10+ years of experience in Information Technology, with at least 5 years in technical program management roles driving cross-functional initiatives Proven track record managing large-scale AI/ML programs in production environments, especially in customer-facing or enterprise systems Experience delivering LLM-based solutions, conversational AI, or intelligent automation projects Deep understanding of the AI model lifecycle: training, validation, deployment, monitoring, and continuous iteration Experience with AI platform architecture decisions, scalable API design, and real-time inference systems Strong background in machine learning concepts, natural language processing (NLP), and generative AI technologies Understanding of data pipeline architectures, streaming data, ETL pipelines, data lakes, and cloud platforms (SQL proficiency a plus) Track record of delivering AI solutions that integrate with complex enterprise systems such as CRM, telephony, or knowledge management platforms Experience with enterprise-level incident management, operational readiness, and risk mitigation strategies Excellent communication and stakeholder management skills, with the ability to translate technical complexity into executive-level narratives Strong organizational, documentation, and planning skills; ability to manage multiple concurrent priorities with clarity 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.

Ensure that month end reporting is on time and accurate, analysing results and trends Assisting in database design and maintenance Report development and creation (Power Bi) Production of standard reports to schedule (daily, weekly, monthly) OneDesk Management OneERP Firefighter (timesheets, related tickets) OneDesk ticket response and management OneERP time entry support for the business Communication to any UK employee with missing time, coordinating feedback and support quick resolution Ensure that month end timesheet targets are met on time, to enable business to identify and convey results and trends Manage data quality, perform darta quality spot checks Undertake data extraction, transformation and uploads as required Ensure that month end timesheet targets are met on time, to enable business to identify and convey results and trends Communication to any UK employee with missing time, coordinating feedback and support quick resolution Developing and implementing data collection systems and other strategies that optimize statistical efficiency and data quality Filtering and cleaning data by reviewing reports, and performance indicators to locate and correct code problems Account Payable Queries Manages Overtime processing for UK business User Set-up Contractor and Partner set up and administration Promote efficient business processes Highlight process improvements to reduce the challenge of timesheet management for the UK

Job Summary: The Team Lead- Porting is responsible for managing the end-to-end provisioning process for porting, broadband, and Ethernet services. The role includes handling customer orders, coordinating with carriers, ensuring timely updates in relevant systems, and working closely with internal teams to ensure the smooth delivery of connectivity services. The candidate should have a strong understanding of voice porting regulations, as well as broadband and Ethernet provisioning processes. Key Responsibilities: Porting Process Management: Handle customer requests for number porting, ensuring compliance with regulatory and industry standards. Validate documents and customer data against relevant systems (TCCS, Myriad, Ofcom, etc.). Submit porting requests and coordinate with carriers (BT, TalkTalk, Openreach) to ensure successful number porting. Regularly update internal systems with porting status and communicate updates to stakeholders. Address and resolve any issues related to the porting process in a timely manner. Broadband and Ethernet Provisioning: Manage broadband and Ethernet orders from order submission through to circuit installation. Coordinate with network carriers to ensure timely provisioning and activation of services. Monitor order progress and ensure that updates are captured accurately in internal systems. Follow up with carriers on service delivery timelines and escalate delays as needed. Work closely with engineering and technical teams to ensure smooth service implementation. Communication and Coordination: Maintain clear communication with customers, providing updates on the status of their porting or connectivity orders. Liaise with internal teams, including the Voice Engineering and Connectivity teams, to ensure timely task completion. Update relevant stakeholders on service activation and project milestones. Data Integrity and System Updates: Ensure all provisioning activities are accurately documented and reflected in systems such as OneDesk and carrier portals. Maintain detailed records of tasks, including customer interactions and status updates. Issue Resolution and Escalation: Proactively identify and resolve any issues during the porting or provisioning process. Escalate unresolved issues to the appropriate teams or management to ensure timely resolution. Provide troubleshooting support for porting and provisioning-related queries. Billing and Documentation: Ensure all completed orders are handed over to the billing team for invoicing. Maintain up-to-date documentation for all provisioning tasks, including process changes and customer requests. Qualifications and Experience: Bachelor’s degree in Telecommunications, Information Technology, or a related field (or equivalent experience). Previous experience (3-5 years) in a provisioning, porting, or telecom-related role. In-depth knowledge of voice porting regulations, broadband, and Ethernet services. Experience with telecom systems (TCCS, Myriad, Ofcom portals, WER) is preferred. Strong organizational skills and the ability to manage multiple tasks simultaneously. Keywords- Porting, order management, Data, Voice, telecommunications Job Type: Full-time Pay: ₹400,000.00 - ₹900,000.00 per year Application Question(s): In how many days can you join? What is your salary expectation? Work Location: In person

Ensure that month end reporting is on time and accurate, analysing results and trends Assisting in database design and maintenance Report development and creation (Power Bi) Production of standard reports to schedule (daily, weekly, monthly) OneDesk Management OneERP Firefighter (timesheets, related tickets) OneDesk ticket response and management OneERP time entry support for the business Communication to any UK employee with missing time, coordinating feedback and support quick resolution Ensure that month end timesheet targets are met on time, to enable business to identify and convey results and trends Manage data quality, perform darta quality spot checks Undertake data extraction, transformation and uploads as required Ensure that month end timesheet targets are met on time, to enable business to identify and convey results and trends Communication to any UK employee with missing time, coordinating feedback and support quick resolution Developing and implementing data collection systems and other strategies that optimize statistical efficiency and data quality Filtering and cleaning data by reviewing reports, and performance indicators to locate and correct code problems Account Payable Queries Manages Overtime processing for UK business User Set-up Contractor and Partner set up and administration Promote efficient business processes Highlight process improvements to reduce the challenge of timesheet management for the UK

Ensure that month end reporting is on time and accurate, analysing results and trends Assisting in database design and maintenance Report development and creation (Power Bi) Production of standard reports to schedule (daily, weekly, monthly) OneDesk Management OneERP Firefighter (timesheets, related tickets) OneDesk ticket response and management OneERP time entry support for the business Communication to any UK employee with missing time, coordinating feedback and support quick resolution Ensure that month end timesheet targets are met on time, to enable business to identify and convey results and trends Manage data quality, perform darta quality spot checks Undertake data extraction, transformation and uploads as required Ensure that month end timesheet targets are met on time, to enable business to identify and convey results and trends Communication to any UK employee with missing time, coordinating feedback and support quick resolution Developing and implementing data collection systems and other strategies that optimize statistical efficiency and data quality Filtering and cleaning data by reviewing reports, and performance indicators to locate and correct code problems Account Payable Queries Manages Overtime processing for UK business User Set-up Contractor and Partner set up and administration Promote efficient business processes Highlight process improvements to reduce the challenge of timesheet management for the UK

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. Senior Technical Program Manager - AI Our Corporate Functions include teams that power Expedia Group behind the scenes—from Finance and Legal to People, Platform, and Technology. The Traveler and Partner Service Platform (TPSP) organization builds the systems that enable travelers and partners to get timely, effective support across Expedia Group. We power customer service, sales support, agent tools, and contact center platforms—driving intelligent, scalable solutions through automation, AI, and system integrations. We’re looking for a Senior Technical Program Manager to lead high-impact, AI-focused programs that enhance service and sales experiences across traveler and partner journeys. You’ll drive initiatives that bring LLMs, real-time inference, and automation into platforms like Salesforce Service Cloud and AWS Connect—partnering across Machine Learning, Engineering, Product, and Data teams. This is a high-visibility role with long-term impact across Expedia Group domains, enabling AI adoption at scale and improving how we support and engage our global customers and partners. In This Role, You Will Drive the end-to-end delivery of AI-powered initiatives—from initial concept through production deployment and enterprise-wide scaling Lead programs delivering AI voice, chat, and agent-assist solutions using a mix of third-party tools, internal tech stacks, and bring-your-own (BYO) ML models Partner with ML Engineering teams to define requirements for LLM integration, real-time inference, and knowledge base optimization Work with Data Science teams to define model performance benchmarks, build experimentation frameworks (A/B testing), and support continuous improvement Coordinate AI integrations with Salesforce Service Cloud (OneDesk), including case management, knowledge management, omni-channel routing (Salesforce + AWS Connect), and tools like Einstein for Service, Agentforce, and Amazon Q/Bedrock Collaborate with internal engineering teams responsible for travel systems (booking, reservations, payments, loyalty) and service data platforms to enable seamless integration Balance technical innovation with legacy system constraints, managing integration complexity and technical debt while enabling modernization Engage with internal platform and vendor partners to ensure architecture alignment and solution scalability Develop and maintain detailed program plans, managing milestones, dependencies, risks, and resources across parallel workstreams Partner with Workstream Program Management and jointly provide executive and operational stakeholders with transparent communication on program progress, trade-offs, and risk mitigation Drive operational readiness and organizational change management to support AI adoption and successful deployments, adhering to and evolving established tenets, standards, and best practices Ensure disciplined TPM practice by managing AI program pipelines against highest business priorities, maximizing engineering capacity, resolving defects within SLA, supporting KTLO and infrastructure initiatives, and fostering deep partnerships with engineering managers and developers Continuously improve program management processes, delivery frameworks, and cross-functional collaboration models Experience And Qualifications 10+ years of experience in Information Technology, with at least 5 years in technical program management roles driving cross-functional initiatives Proven track record managing large-scale AI/ML programs in production environments, especially in customer-facing or enterprise systems Experience delivering LLM-based solutions, conversational AI, or intelligent automation projects Deep understanding of the AI model lifecycle: training, validation, deployment, monitoring, and continuous iteration Experience with AI platform architecture decisions, scalable API design, and real-time inference systems Strong background in machine learning concepts, natural language processing (NLP), and generative AI technologies Understanding of data pipeline architectures, streaming data, ETL pipelines, data lakes, and cloud platforms (SQL proficiency a plus) Track record of delivering AI solutions that integrate with complex enterprise systems such as CRM, telephony, or knowledge management platforms Experience with enterprise-level incident management, operational readiness, and risk mitigation strategies Excellent communication and stakeholder management skills, with the ability to translate technical complexity into executive-level narratives Strong organizational, documentation, and planning skills; ability to manage multiple concurrent priorities with clarity 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. Show more Show less