Senior CCaaS Platform & Architecture Leader

Princess Cruises and Holland America Line; Fort Lauderdale (FL); On-site; USD 150,000 - 210,000; Full time

Benefits offered by this job

Health Benefits

401(k)

Employee Stock Purchase Plan

Tuition & Professional CertificationRe

Rewards & Incentives

Cruise & Travel Privileges

Job summary

Princess Cruises and Holland America Line is seeking a Senior Manager, CCaaS Platform & Architecture to lead the NICE CXone-based enterprise CCaaS environment. The role oversees strategy, governance, architecture, vendor management, and cross-functional collaboration across North America, the UK, and Australia.

The ideal candidate blends strategic leadership with hands-on expertise in CCaaS platforms, routing, IVR, digital channels, and enterprise integrations, ensuring scalable, secure

Qualifications

• Bachelor's degree in information technology, computer science, engineering, business technology, or related discipline.
• Minimum eight years of progressively responsible experience in CCaaS/UCaaS or customer-engagement platforms.
• Experience owning or governing an enterprise technology platform.

Responsibilities

• Own the enterprise CCaaS strategy, multiyear roadmap, platform governance, and technology investment priorities.
• Define future‑state architecture for voice, digital, omnichannel, routing, IVR, and enterprise connectivity.
• Provide technical leadership to engineers, MSPs, and vendors; establish deployment and production-change standards.
• Govern performance of NICE CXone, carriers, MSPs, and partners; manage budgets and contracts.
• Lead integration strategy connecting CCaaS with CRM, Salesforce, data, and analytics.
• Drive platform modernization, migrations, and capability expansions with business cases and executive alignment.

Skills

CCaaS architecture

Enterprise architecture

Vendor management

Technical leadership

Education

Bachelor's degree in IT/CS/Engineering

Tools

NICE CXone

Genesys

Five9

Job description

Princess Cruises and Holland America Line is seeking a Senior Manager, CCaaS Platform & Architecture to lead the NICE CXone-based enterprise CCaaS environment. The role oversees strategy, governance, architecture, vendor management, and cross-functional collaboration across North America, the UK, and Australia.

The ideal candidate blends strategic leadership with hands-on expertise in CCaaS platforms, routing, IVR, digital channels, and enterprise integrations, ensuring scalable, secure