CCaaS Platform Lead

Carnival Corporation•Fort Lauderdale, FL

5d•Hybrid

About The Position

Princess Cruises is seeking a highly experienced Senior Manager, CCaaS Platform & Architecture to lead the strategy, governance, architecture, and operational oversight of its global NICE CXone platform. The role is the internal owner of the enterprise Contact Center as a Service (CCaaS) ecosystem supporting approximately 2,000 or more contact center agents across North America, the United Kingdom, and Australia. The position provides platform governance, architecture direction, vendor management, operational oversight, and engineering leadership. It partners with managed service providers, NICE, CRM teams, enterprise architects, and business stakeholders. The role combines strategic leadership with hands-on technical expertise in NICE CXone and other CCaaS platforms, routing design, Studio scripting, IVR architecture, digital channels, telephony, and enterprise integrations. It ensures the platform remains scalable, secure, resilient, and aligned with business objectives. As platform owner, the role establishes strategy, multiyear roadmaps, governance, standards, and operating models for NICE CXone and related customer-engagement technologies. It serves as the senior architecture and design authority, leads technical delivery through internal and external teams, governs vendor and service performance, and directs integrations with enterprise technologies. It also leads major modernization, migration, upgrade, and capability-expansion initiatives, including business cases and recommendations to executive leaders and governance committees. This is an in-office position requiring work at a designated Princess office Monday through Thursday. Employees may work from home on Fridays. Travel is expected to be no or very little. The work is primarily in a climate-controlled environment with minimal safety or health hazard potential.

Requirements

Bachelor's degree in Information Technology, Computer Science, Engineering, Business Technology, or a related discipline.
At least eight years of progressively responsible experience in contact-center technology, CCaaS, UCaaS, telecommunications, or customer-engagement platforms.
At least five years supporting or leading enterprise NICE CXone environments.
Demonstrated experience owning or governing a business-critical enterprise technology platform supporting geographically distributed operations.
Demonstrated experience establishing architecture and engineering standards and leading technical delivery through matrixed teams, vendors, managed service providers, and professional-services organizations.
Experience managing technology budgets, licensing models, vendor contracts, service commitments, and investment recommendations.
Experience leading major platform incidents, root-cause reviews, risk remediation, and service-improvement programs.
Strong technical expertise in NICE CXone, routing design, Studio scripting, IVR architecture, digital channels, telephony, and enterprise integrations.
Understanding of workplace policies and procedures and familiarity with team collaboration tools and techniques.
Strong time-management and organizational skills.
Ability to maintain reliable and consistent attendance, be punctual, meet deadlines, collaborate effectively, work as part of a team, and demonstrate professionalism.

Responsibilities

Own the enterprise CCaaS strategy, multiyear roadmap, platform governance model, and technology investment priorities.
Establish standards and decision frameworks for the use, expansion, modernization, and lifecycle management of NICE CXone and related customer-engagement technologies.
Evaluate emerging capabilities, including artificial intelligence, automation, analytics, and digital engagement, and recommend adoption based on business value, risk, architectural fit, and total cost of ownership.
Serve as the senior architecture and design authority for CCaaS initiatives, defining and approving future-state architecture for voice, digital, omnichannel, routing, IVR, workforce integrations, analytics, and enterprise connectivity.
Establish design standards and architecture guardrails, and ensure solutions meet enterprise architecture, security, data, resiliency, and supportability requirements.
Provide functional leadership to internal engineers, architects, managed service providers, professional-services teams, and vendor resources.
Establish development, testing, documentation, deployment, and production-change standards for Studio scripting, routing logic, call flows, queue architecture, and digital-channel solutions.
Provide final technical escalation for complex platform issues and approve material or high-risk engineering changes.
Govern the performance of NICE, telecommunications providers, managed service providers, and other strategic partners; establish service expectations, performance measures, escalation requirements, and remediation plans.
Lead major-incident and root-cause reviews, identify systemic risks and recurring service failures, and hold partners accountable for timely corrective action.
Manage platform budgets, licensing requirements, commercial commitments, and contract-performance obligations within delegated authority.
Establish integration strategy and technical standards connecting CCaaS with CRM, Salesforce, workforce management, data, analytics, customer-engagement, identity, and automation platforms.
Resolve cross-functional architecture issues and ensure integrations are scalable, secure, supportable, aligned with enterprise standards, and consistent with business continuity requirements.
Lead major platform modernization, migration, upgrade, and capability-expansion initiatives.
Establish priorities across the CCaaS portfolio, evaluate resource and investment tradeoffs, develop business cases, and present recommendations, risks, and performance results to executive leaders and governance committees.
Partner with business and technology organizations to align platform capabilities with customer experience objectives, operational requirements, security standards, and long-term technology strategies.
Analyze incident trends, operational metrics, business requirements, and emerging technologies to develop scalable, secure, and supportable solutions.
Lead architecture reviews, technology governance discussions, incident management activities, and strategic planning efforts.
Build alignment among business leaders, contact center operations teams, enterprise architects, and executive stakeholders by translating technical concepts into business implications and recommendations.