Global CCaaS Platform Lead & Architect

Carnival Corporation; Fort Lauderdale (FL); On-site; USD 180,000 - 240,000; Full time

Job summary

Princess Cruises is seeking a Senior Manager, CCaaS Platform & Architecture to own the enterprise CCaaS strategy, governance, and architecture for a global contact center environment. You will lead the platform direction, vendor relationships, and cross‑functional collaboration with CRM and enterprise systems.

The role requires hands‑on expertise with NICE CXone and other CCaaS platforms, strong security and scalability focus, and the ability to drive modernization across North America, the UK,

Qualifications

• Experience leading CCaaS strategy and governance.
• Hands-on expertise in NICE CXone and other CCaaS platforms.
• Strong architecture, security, and vendor-management skills.

Responsibilities

• Own the enterprise CCaaS strategy, multiyear roadmap, governance model.
• Define future‑state CCaaS architecture for voice, digital, omnichannel, routing, IVR.
• Provide leadership to internal engineers, MSPs, and vendors.
• Govern performance of partners, budgets, SLAs, and contracts.
• Drive integration strategy with CRM and enterprise systems.
• Lead platform modernization, migrations, and capacity expansion.

Skills

NICE CXone

CCaaS platforms

Routing design

Studio scripting

IVR architecture

Digital channels

Telephony

Enterprise integrations

Leadership

Tools

Genesys

Five9

Amazon Connect

Job description

Princess Cruises is seeking a Senior Manager, CCaaS Platform & Architecture to own the enterprise CCaaS strategy, governance, and architecture for a global contact center environment. You will lead the platform direction, vendor relationships, and cross‑functional collaboration with CRM and enterprise systems.

The role requires hands‑on expertise with NICE CXone and other CCaaS platforms, strong security and scalability focus, and the ability to drive modernization across North America, the UK,