CCaaS Platform Lead

Carnival Corporation•Fort Lauderdale, FL

6d•Hybrid

About The Position

Princess Cruises is seeking a highly experienced Senior Manager to lead the strategy, governance, architecture, and operational oversight of its global NICE CXone Contact Center as a Service (CCaaS) platform. The platform supports more than 2,000 contact center agents across North America, the United Kingdom, and Australia. The role is the internal owner of the enterprise CCaaS ecosystem and partners with managed service providers, NICE, CRM teams, enterprise architects, and business stakeholders. The position combines strategic platform ownership with hands-on technical leadership. It is accountable for keeping the platform scalable, secure, resilient, and aligned with business objectives, while directing platform architecture, engineering standards, vendor relationships, integrations, operations, budgets, and major modernization initiatives. The role provides functional and technical leadership across internal teams and external partners, without necessarily having direct people-management responsibility. This is an in-office role requiring work from a designated Princess office Monday through Thursday; employees may work from home on Fridays. Travel is expected to be no or very little. 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 and contact-center platform architecture, including routing design, Studio scripting, IVR architecture, digital channels, telephony, and enterprise integrations.
Strong time-management and organizational skills; ability to collaborate effectively, work as part of a team, maintain punctuality, meet deadlines, and demonstrate professionalism.

Responsibilities

Own the enterprise CCaaS strategy, multiyear roadmap, governance model, and technology investment priorities; establish standards for the use, expansion, modernization, and lifecycle management of NICE CXone and related 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; define and approve future-state architecture for voice, digital, omnichannel, routing, IVR, workforce integrations, analytics, and enterprise connectivity.
Establish architecture guardrails and ensure solutions comply with enterprise architecture, security, data, resiliency, and supportability requirements.
Provide functional leadership to internal engineers, architects, managed service providers, professional-services teams, and vendor resources.
Set 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 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 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, and aligned with enterprise standards and business continuity requirements.
Lead major platform modernization, migration, upgrade, and capability-expansion initiatives.
Set 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 across business and technology organizations to align platform capabilities with customer experience objectives, operational requirements, security standards, and long-term technology strategies.
Lead architecture reviews, technology governance discussions, incident management activities, and strategic planning; build alignment among business leaders, contact center operations, enterprise architects, and executive stakeholders.
Promote best practices, delivery accountability, operational excellence, and continuous improvement.
Maintain reliable and consistent attendance, punctuality, professionalism, effective collaboration, time management, organization, and the ability to meet deadlines.