Carnival Corporation Miami , FL 33196
Posted 2 months ago
Job Description
The Senior Contact Center Voice Solutions Architect is a highly knowledgeable member of a team responsible for developing IT service solutions and standards that meet or exceed business performance expectations. The position is responsible for creating detailed solution designs and documentation that supports the development, implementation and operations of enterprise-class SaaS/CCaaS solutions used by the Contact Center. Supports cross-departmental collaboration and internal communications with staff throughout the organization and service providers while promoting a positive work environment that supports consistency and drives efficiencies. Responsibilities include the architecture, design, engineering, tuning, and optimization of enterprise Voice services and related components to achieve high availability and performance for various business applications. Incumbent will support all Voice solution designs across all aspects of the business.
Job Functions:
Support- Act as the highest level of engineering escalation for issues encountered. Provide system support and troubleshooting expertise as needed for designed solutions
Research
Perform other duties and special projects as required
Complies with all policies and standards
Qualifications:
Education: bachelor's degree in computer science, information technology or related field required
Work Experience: 5+ years' Experience with Large enterprise Contact Centers Architecture required. 10+ years Overall Experience with Large enterprise Contact Centers preferred. 5-8++ years Design & Architecture Cloud Contact Center required. 5+ years Migration of On-Premises voice networks to Cloud required. 5+ years Cisco Voice Systems preferred.
Knowledge, Skills & Abilities:
Working experience of enterprise Cloud Contact Center solutions such as Nice, Genesys, Five9
Working experience with automation tools such as Python, PowerShell or others
Working experience with cloud networks
CISCO KSAs is a plus
Cisco Call Manager 12.0 and up
Cisco Collaboration
Cisco gateways/ISR's
Certificate management
Network & Application level security
TCP/TLS
Soft skill KSAs
Strong Customer-service orientation
Excellent written and oral communication skills
Excellent listening and interpersonal skills
Ability to communicate ideas in both technical and user-friendly language
Ability to conduct research into systems issues and products
Physical Demands: Must be able to remain in a stationary position at a desk and/or computer for extended periods of time.
Travel: Ship-based
Work Conditions: Work primarily in a climate-controlled environment with minimal safety/health hazard potential.
The range for this role's salary $83,200-$128,000. Offers to the selected candidates will be made on a fair and equitable basis, taking into account specific job-related skills and experience.
At Carnival, your total rewards package is much more than your base salary. All non-sales roles participate in an annual cash bonus program, while sales roles have an incentive plan. Director and above roles may also be eligible to participate in Carnival's discretionary equity incentive plan. Plus, Carnival provides comprehensive and innovative benefits to meet your needs, including:
Health 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
Financial Benefits:
401(k) plan that includes a company match
Employee Stock Purchase plan
Paid Time Off
Holidays
Other Benefits
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 preschool program, wellness center, and health clinic at our Miami campus
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About Us
In addition to other duties/functions, this position requires full commitment and support for promoting ethical and compliant culture. More specifically, this position requires integrity, honesty, and respectful treatment of others, as well as a willingness to speak up when they see misconduct or have concerns.
Carnival Cruise Line is the most popular cruise brand in North America and operates a fleet of ships designed to foster exceptionally safe, fun and memorable vacation experiences at an outstanding value. Our employees have a responsibility to be accountable for all actions. We consider the environment in all aspects of our business and have a responsibility to put safety and sustainability first. We live and share a positive attitude which is based on fostering an environment of inclusion, trust, a willingness to listen, openness and integrity. Doing this helps us to achieve our ultimate goal, which is to include FUN in everything we do! Speaking of fun, we are officially certified as a Great Place to Work aboard our ships as well as in our global corporate headquarters!
Carnival Corporation & plc and Carnival Cruise Line is an equal employment opportunity/affirmative action employer. In this regard, it does not discriminate against any qualified individual on the basis of sex, race, color, national origin, religion, sexual orientation, age, marital status, mental, physical orsensory disability, or any other classification protected by applicable local, state, federal, and/or international law.
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Carnival Corporation