Journey with us! Combine your career goals and sense of adventure by joining our exciting team of employees. Royal Caribbean Group is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.
About Us
Royal Caribbean Group is the world’s largest cruise line, having a record-breaking year and launching not one but TWO brand new ships in 2025! It couldn’t be a more exciting time to join a global business that is blazing a trail in the travel industry right now.
With our 3 brands Royal Caribbean International, Celebrity Cruises & Silversea we have ships in South America, Europe, Asia, Australia, and several North American markets beyond our headquarters in Miami, FL. We cover the globe. No matter where our guests want to go, Royal Caribbean Group has a ship that can deliver a world-class vacation.
At Royal Caribbean Group we never rest on our laurels; we constantly strive to improve our work and be at the forefront of the industry. The work that we do is exciting, challenging, and innovative. You get to work both independently and as part of a collaborative and dynamic international team. We are passionate, we are innovative, and we are unstoppable.
Position Summary:
We are seeking a highly skilled and experienced Senior Engineer to join our IT team, supporting the Global Contact Centre Applications. The ideal candidate will be responsible for the design, development, implementation, and maintenance of contact centre technologies. This role requires a deep understanding of contact centre operations, excellent technical skills, and the ability to work collaboratively with cross-functional teams globally.
Essential Duties and Responsibilities:
1. Lead the design and development of robust and scalable contact centre applications and systems.
2. Collaborate with stakeholders and the Product Owners to gather requirements and define project scope and objectives.
3. Ensure solutions are aligned with business goals and technical standards.
4. Oversee the deployment of contact centre applications, ensuring minimal disruption to business operations.
5. Perform regular maintenance and updates to ensure optimal performance and security.
6. Troubleshoot and resolve complex technical issues promptly.
7. Provide expert-level support for contact centre applications, assisting with escalations and critical incidents.
8. Analyse system performance and user feedback to identify areas of improvement.
9. Implement enhancements to improve efficiency, user experience, and overall system effectiveness.
10. Work closely with all areas of corporate IT, Digital, Ecommerce, and Contact Centre teams to ensure seamless integrations and operation of contact centre technologies.
11. Mentor and guide junior engineers, fostering a culture of continuous learning and development.
12. Participate in strategic planning and provide input on technology roadmaps and initiatives.
13. Ensure all contact centre technologies comply with relevant regulations, standards and best practices, aligning with the BISO’s / Data Privacy Teams.
14. Implement and maintain robust security measures to protect sensitive data and ensure business continuity.
15. Jointly lead, mentor and manage a team consisting of two Product Analysts, fostering a collaborative and high performing work environment.
16. Set clear goals, provide regular feedback, and conduct performance reviews to ensure team members are motivated and aligned with organizational objectives.
17. Identify and manage cross team dependencies to prevent impediments and foster collaboration.
18. Remain current with business industry and operational trends in order to advise and advocate solution approaches for systems and applications to meet growing business needs.
19. Perform other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position. Employees will be required to perform any other job-related duties assigned by
#J-18808-Ljbffr