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The Royal Caribbean Group’s IT Team has an exciting career opportunity for a full time Senior Manager, Unified Communications and Collaboration reporting to the Director, Global Connectivity.
Position Summary:
In this role, you will serve as an expert and be responsible for telephony, call center, and collaboration tools across the enterprise. You will use the principles and best practices, solution design, design architecture, and emerging technologies in this space. The role represents and champions the core values of the organization and encourages collaboration across all teams while looking to bring the technologies under management to the latest and future state. You will be responsible for working with senior management and executives to set technology vision and direction, assuring alignment with business goals and objectives while also managing a team of engineers to deploy, operate, and support the enterprise network. The role is responsible for driving engineering solutions and technology selections for the voice, contact center, and collaboration infrastructure and technologies within the Royal Caribbean Group. You will be a product solution owner from project inception through its delivery in close collaboration with peer leaders, Engineering Managers, Product Owners, and Enterprise Architects. The role creates proposals, recommends solutions for approval, and reviews technical designs to ensure alignment with the best network architecture practices/principals and company technology vision. You will be responsible for promoting, enforcing, and documenting solution decisions across impacted programs. This role is a senior technology leader in the organization and contributes at the highest levels for technology decisions, selections, and strategy.
This position will work on-site in Miramar, Florida.
Essential Duties and Responsibilities:
- Manages a team of voice/collaboration engineers and contractors providing deployment and operational support of our global unified communication platforms.
- Produce technical architecture, roadmaps and designs for our contact center, omni-channel, voice, and collaboration portfolios.
- Leads unified communication architecture decisions.
- Maintain product vision and roadmap, keeping stakeholders up to date on the deliverables and timelines Communicates decisions, priorities and relevant project information regarding service requests, projects, and initiatives.
- Works in conjunction with key stakeholder, business subject matter experts and others as necessary to determine the future state of a specific business deliverable.
- Work closely with application, server, security, infrastructure, and operations teams, effectively communicating and managing customer expectations.
- Provide enterprise architecture technical leadership for global initiatives and implementation collaboration with project and operations teams.
- Identify opportunities to innovate, extend and enhance service delivery in the SME areas
- Serves as escalation point for system administration hands on work in the SME areas
- Hands on R&D / POC work for evaluating new technologies.
- Serves as escalation point for support and troubleshooting, provides guidance and direction in resolution of escalated application or system problems.
- Create and maintain system documentation for solution design, domain technologies.
- Improve existing processes through solutions to recurring problems and enhancements to existing solutions or documentation.
- Strong technical leadership and communications skills including teamwork, facilitation, and coordination to ensure successful creation of roadmaps.
Qualifications, Knowledge and Skills:
- Bachelor’s degree in Information Technology, Computer Information Systems, or related field AND ten years’ of related experience, which includes four years of supervisory experience; OR, any equivalent combination of experience and/or education from which comparable knowledge, skills and abilities have been achieved.
- Minimum of 10 years of relevant experience combined
- 5+ years’ experience as a Mid-Senior UC Manager, designing, implementing, deploying and supporting a production UC environment at an enterprise scale
- Ability to take responsibility for fostering culture, advancing our values, and championing engagement in all its forms -- collaborating across our teams
- Ability to apply out of the box thinking about creative ways to use Cloud services to provide the best infrastructure options
- Evidence of effective communication and relationship skills, especially the ability to articulate advanced technical topics to both technical and non-technical staff
- Working knowledge in multi-vendor infrastructure platforms (i.e., Cisco, Avaya, etc)
- Experience presenting to senior leadership
- Knowledge of WAN architectures (i.e., Carrier Ethernet, Optical Fabrics (OTN), SD-WAN, MPLS)
- Evidence of technical certifications preferred (e.g., CCNA, CCNP, CCIE, ACE-A, SEC+)
- Ability to work with a limited set of requirements
- Evidence of desire to mentor colleagues, drive new architectures, and lead team efforts
- Experience in cybersecurity engineering, network intelligence and operations, and machine learning are highly desired.
- Ability to model empathy, compassion, and emotional intelligence
- Experience hiring in a values-led organization, emphasizing diversity, equity, inclusion and belonging
- Ability to help foster a safe psychological space for all teammates where everyone can thrive
- Ability to stimulate changes in individual, institutional, and corporate behaviors to create a more sustainable environment
- Ability to lead by example in communicating, participating, and encouraging support of the institution’s sustainability programs
We know there's a lot to consider. As you go through the application process, our recruiters will be glad to provide guidance, and more relevant details to answer any additional questions. Thank you again for your interest in Royal Caribbean Group. We'll hope to see you onboard soon!
