Specialist, Applications

Carnival Corporation•Miami, FL

10h•Hybrid

About The Position

The Applications Specialist is responsible for overseeing the day-to-day administration and support of key Contact Center database applications, including Siebel, CTI, Eloqua, Webex Engage, Oracle Right Now, and Carnival Dash. This role ensures seamless user access, data integrity, and system functionality by managing database transfers, user provisioning and deprovisioning, and supporting training initiatives. The Specialist also plays a critical role in identifying and resolving technical issues, supporting monthly deployments through User Acceptance Testing (UAT), and maintaining effective communication with stakeholders across technical and non-technical teams. Knowledge, Skills & Abilities: This position supports multiple enterprise-level platforms used across the Contact Center, with a primary focus on Siebel CRM and its integrations. The role requires a working knowledge of database systems, CRM workflows, and telephony integration. The Specialist is responsible for executing system tasks, monitoring support channels, and ensuring compliance with internal policies and regulatory requirements. The role also contributes to training and documentation efforts to support end-user adoption and operational continuity. The role demands strong analytical and troubleshooting skills to investigate and resolve a wide range of technical issues, including complex phone connectivity problems and CRM process flow errors. The Specialist must be adept at identifying root causes, documenting resolutions, and collaborating with cross-functional teams to implement sustainable solutions. Participation in UAT cycles requires the ability to test and validate system enhancements and defect resolutions in a structured and detail-oriented manner. By ensuring the reliability and efficiency of Contact Center applications, this role directly supports the productivity of frontline teams and the quality of customer interactions. Timely resolution of technical issues and proactive system administration help minimize downtime and enhance the overall user experience. Their contributions to training and process documentation also support knowledge transfer and operational consistency across the organization. While this is not a formal leadership role, the Specialist is expected to demonstrate initiative, ownership, and accountability in managing assigned systems and tasks. The role requires effective collaboration with IT, training, and operations teams, as well as the ability to communicate clearly with both technical and non-technical stakeholders. They may also lead small-scale initiatives or contribute to cross-functional projects aimed at improving system performance and user satisfaction.

Requirements

Associate's Degree - Information Technology or related field
Minimum 1 year of application process flows experience or similar position
Proficient in Microsoft Office (Excel, Word, PowerPoint, Outlook, Teams) and other relevant technologies essential for this role
Experience with SQL, SAS, Siebel CRM
Basic knowledge and understanding of the fundamental concepts, processes, trends and terminology related to database analysis.
Good business judgment, troubleshooting, analysis, problem-solving, and decision-making skills
Good verbal and written communication skills for engaging with stakeholders and explaining concepts to both technical and non-technical stakeholders.
Ability to identify, prioritize, and articulate initiatives.
Ability to work independently and with diverse teams to build consensus and achieve common goals.
Comprehensive understanding of company policies and procedures, relevant laws, regulations, and compliance requirements.
Inner drive to achieve goals and maintain a positive attitude
Proficient in building relationships and networks and navigating social complexities in the workplace.
Good organizational, interpersonal, critical thinking, innovative reasoning, time management, and adaptability skills to effectively manage changing priorities with a high level of quality.
Must be able to remain in a stationary position at a desk and/or computer for extended periods of time. Requires regular movement throughout CCL facilities.
Understanding of workplace policies and procedures
Familiarity with team collaboration tools and techniques
Strong time management and organizational skills
Ability to maintain reliable and consistent attendance
Capacity to be punctual and meet deadlines
Ability to collaborate effectively with colleagues and work as part of a team
Demonstrated professionalism in all interactions and tasks.

Responsibilities

Manage and respond to the Siebel Support inbox in an efficient and timely manner. Identifying, documenting, and resolving technical issues with system functionality, including advanced complex issues such as phone connectivity issues. Lead investigations, transfers, and ownership, managing CRM process flows, managing data conversion and technical inquiries.
Assist with User Acceptance Testing for monthly deployments by testing defects and enhancements and promoting these cases to a production environment.
Manage administrative tasks to support database applications used within the Contact Center including Siebel, CTI (Computer Telephony Integration), Eloqua, Webex Engage, Oracle Right Now, and Carnival Dash. Support with Siebel application by executing database transfers, initiating transfers for training purposes, and dismantling databases upon separation or promotion.
Assist with Siebel training initiatives or presentations as needed.

Benefits

Cost-effective medical, dental and vision plans
Employee Assistance Program and other mental health resources
Additional programs include company paid term life insurance and disability coverage
401(k) plan that includes a company match
Employee Stock Purchase plan
Holidays – All full-time and part-time with benefits employees receive days off for 8 company-wide holidays, plus 2 additional floating holidays to be taken at the employee’s discretion.
Vacation Time – All full-time employees at the manager and below level start with 14 days/year; director and above level start with 19 days/year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 84 hours/year. All employees gain additional vacation time with further tenure.
Sick Time – All full-time employees receive 80 hours of sick time each year. Part-time with benefits employees receive time off based on the number of hours they work, with a minimum of 60 hours each year.
Complementary stand-by cruises, employee discounts on confirmed cruises, plus special rates for family and friends
Personal and professional learning and development resources including tuition reimbursement
On-site Fitness center at our Miami campus