Sr, Contact Center Architect

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.

Essential Functions:

• Design – Accountable IT team member for cloud contact center (CCaaS) architecture and standards development. Design, plan, document, and support the configuration of contact center supporting solutions. Provide direction for the installation and configuration of all software packages, as needed, to support business requirements. Perform analysis and develop automation solutions based on established service agreements for capacity planning and performance tuning. Participate in the development of CCaaS solution standards. Develop detailed design and configuration documentation for deployed solutions. Ensure within solutions and deployments, the security of our enterprise infrastructure and compliance with all applicable security and compliance standards (PCI, PII, HIPPA etc.). Provide assistance in reviewing performance and capacity requests as well as design solution resolution. Collaborate with the Brand service delivery leaders to ensure an understanding of business cases and to ensure that the appropriate solution is selected that meets the business need. Develop solutions with a focus on reducing operating costs and/or improving guest experience. Provide Capital and/or Operational Expenditure Request level software, license and labor estimates, with detail, for projects. Contribute as necessary in a hands-on manner with the implementation of solutions in support of all projects. Work with other IT teams for new solutions designs and optimizations. S
• Support– Act as the highest level of engineering escalation for issues encountered. Provide system support and troubleshooting expertise as needed for designed solutions
• Research - Understand advances and changes in the technology industry and work directly with equipment manufactures to assess new technologies
• 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.

Work Location: This position is classified as “in-office.”  As an in-office role, it requires employees to work from a designated Carnival office in South Florida Tuesday through Thursday each week. Employees may work from their homes on Mondays and Fridays. Candidates must be in (or willing to relocate to) the Miami/Ft. Lauderdale area.

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 – All full-time and part-time with benefits employees receive days off for 7 company-wide holidays, plus an additional floating holiday 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. 
• 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 and wellness center at our Miami campus

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