CCaaS Platform Lead
Holland America Group · Fort Lauderdale, Florida, United States · onsite
One of the best-known names in cruising, Princess is the world’s leading international premium cruise line and tour company, carrying millions of guests each year to hundreds of destinations around the globe. We give our guests the Medallion Class experience others simply can’t. The Love Boat promises something for everyone.
Princess Cruises is seeking a highly experienced Senior Manager, CCaaS Platform & Architecture to lead the strategy, governance, architecture, and operational oversight of our global NICE CXone platform.
This role will serve as the internal owner of the enterprise Contact Center as a Service (CCaaS) ecosystem supporting approximately 2,000+ contact center agents across North America, the United Kingdom, and Australia. The position will be responsible for platform governance, architecture direction, vendor management, operational oversight, and engineering leadership while partnering with managed service providers, NICE, CRM teams, enterprise architects, and business stakeholders.
The ideal candidate combines strategic leadership capabilities with hands-on technical expertise in NICE CXone (as well as other CCaaS platforms such as Genesys, Five9, Amazon Connect, etc.), routing design, Studio scripting, IVR architecture, digital channels, telephony, and enterprise integrations.
This role is expected to operate as both a platform owner and technical leader, ensuring the CcaaS platform (NICE CXone) remains scalable, secure, resilient, and aligned with business objectives.
Here’s a summary of what Princess is looking for in a Senior Manager, CCaaS Platform & Architecture. Is this you?
Responsibilities:
Platform Stragegy and Ownership
- Own the enterprise CCaaS strategy, multiyear roadmap, platform governance model, and technology investment priorities. Establish standards and decision frameworks governing the use, expansion, modernization, and lifecycle management of NICE CXone and related customer-engagement technologies. Evaluate emerging capabilities, including artificial intelligence, automation, analytics, and digital engagement, and recommend adoption based on business value, risk, architectural fit, and total cost of ownership.
Architecture and Soultion Design
- Serve as the senior architecture and design authority for CCaaS initiatives. Define and approve future-state architecture for voice, digital, omnichannel, routing, IVR, workforce integrations, analytics, and enterprise connectivity. Establish mandatory design standards and architecture guardrails and ensure material solutions comply with enterprise architecture, security, data, resiliency, and supportability requirements.
Engineering Leadership
- Provide functional leadership to internal engineers, architects, managed service providers, professional-services teams, and vendor resources. Establish development, testing, documentation, deployment, and production-change standards for Studio scripting, routing logic, call flows, queue architecture, and digital-channel solutions. Provide final technical escalation for the most complex platform issues and approve material or high-risk engineering changes.
Vendor and Operational Governance
- Govern the performance of NICE, telecommunications providers, managed service providers, and other strategic partners. Establish service expectations, performance measures, escalation requirements, and remediation plans. Lead major-incident and root-cause reviews, identify systemic risks and recurring service failures, and hold partners accountable for timely corrective action. Manage platform budgets, licensing requirements, commercial commitments, and contract-performance obligations within delegated authority.
Integrations and Enterprise Technology Collaboration
- Establish the integration strategy and technical standards connecting the CCaaS ecosystem with CRM, Salesforce, workforce-management, data, analytics, customer-engagement, identity, and automation platforms. Resolve cross-functional architecture issues and ensure integrations are scalable, secure, supportable, and aligned with enterprise standards and business continuity requirements.
Program and Project Leadership
- Lead major platform modernization, migration, upgrade, and capability-expansion initiatives. Establish priorities across the CCaaS portfolio, evaluate resource and investment tradeoffs, develop business cases, and present recommendations, risks, and performance results to executive leaders and governance committees.
Knowledge & Skills:
- Scope: Serves as the owner for the Contact Center as a Service (CCaaS) platform ecosystem, providing strategic oversight, architecture direction, governance, and operational stewardship for a global contact center environment supporting customer engagement across multiple regions, channels, and business functions. Responsible for establishing platform standards, technology roadmaps, and operating models for NICE CXone and related customer experience technologies, including voice, digital engagement, omnichannel solutions, reporting, analytics, telephony, and enterprise integrations. Partners across business and technology organizations to ensure platform capabilities align with customer experience objectives, operational requirements, security standards, and long-term technology strategies.
- Problem Solving: Addresses highly complex business and technology challenges that often involve ambiguous requirements, competing priorities, evolving customer expectations, and significant operational risk. Exercises independent judgment in evaluating current and future-state architectures, assessing technology investments, defining platform standards, and resolving critical service, performance, and integration issues. Analyzes incident trends, operational metrics, business requirements, and emerging technologies to develop scalable, secure, and supportable solutions. Evaluates vendor recommendations and architectural alternatives, balancing business needs, user experience, cost, risk, resiliency, and enterprise technology objectives.
- Impact: Influences the performance, stability, scalability, and effectiveness of the organization's customer engagement technology ecosystem. Decisions affect contact center operations, customer experience outcomes, service availability, operational efficiency, technology investments, and vendor performance across a global operating environment. Responsible for establishing governance practices, architecture standards, and operational controls that support business continuity, platform reliability, regulatory compliance, and long-term modernization initiatives. Contributes to business results through technology optimization, automation opportunities, improved customer experience capabilities, and effective management of platform-related investments and service providers.
- Leadership: Provides functional and technical leadership across cross-functional teams, managed service providers, external vendors, and technology partners without necessarily maintaining direct people management responsibility. Leads architecture reviews, technology governance discussions, incident management activities, and strategic planning efforts. Builds alignment among business leaders, contact center operations teams, enterprise architects, and executive stakeholders by translating complex technical concepts into clear business implications and recommendations. Influences decisions through expertise, collaboration, and thought leadership while establishing standards, promoting best practices, and driving accountability for delivery, operational excellence, and continuous improvement.
For all roles:
- Knowledge: Understanding of workplace policies and procedures / Familiarity with team collaboration tools and techniques.
- Skills: Strong time management and organizational skills
- Abilities: Ability to maintain reliable and consistent attendance / Capacity to be punctual and meet deadlin