Senior Engineer, Systems

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 the 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.

Financial Responsibilities

1. Responsible for all resources, including financial implications and cost of systems/services for specific products and technology solutions, during development.
2. Solid understanding of accounting rules for product capital and expense activities.
3. Defines optimization opportunities to manage cost and ensure technology expenditures align with business objectives.
4. Tracks effort hours by activity in time management tool.

Qualifications:

1. Requires a Bachelor’s degree in Computer Science, Information Technology or any related discipline.
2. 5+ years of experience in IT, with a focus on contact centre solutions.

Experience and Skills:

1. Proven Experience in designing, developing, and implementing contact centre solutions.
2. Strong understanding of contact centre operations and best practices.
3. Proficiency in contact centre platforms such as Avaya, Genesys, Cisco or similar.
4. Experience with CRM systems, IVR, ACD and other contact centre technologies.
5. Strong programming skills in languages such as Java, C#, Python, or similar.
6. Knowledge of database management systems and SQL.
7. Excellent problem solving and analytical skills.
8. Strong communication and interpersonal skills.
9. Ability to work effectively in a fast-paced, global environment.
10. Proven Leadership and mentoring capabilities.
11. Extensive knowledge and experience in the Travel / Hospitality industry.
12. Able to lead and collaborate with persons at all levels of responsibility in the Information Technology and Corporate organizations to formulate, communicate and implement enterprise technical strategies.
13. Possesses an in-depth understanding of IT estimation activities.
14. Demonstrates ability to coordinate the analysis and problem solving of engineering problems with many individuals which results in consensus on solutions.

Physical Demands:

While performing job functions the employee is regularly required to sit, stand, write, review and type reports, compile data, operate a pc, communicate, listen, and assess information. The employee may move about the office complex, may travel to other office locations and may lift, push, pull or move 10 to 15 pounds. Visual requirement include distant, close and color vision, and ability to adjust focus.

Work Environment:

The role will primarily function within the professional IT and business office environments located in Weybridge; the role will require you to timeshift on a regular basis. The timezones that you will be responsible for are APAC & North American regions, some occasional business travel is required. The space is in compliance with safety, environment, health, and accessibility requirements. The work environments are maintained to reinforce collaboration, motivation, and innovation to help maintain a vibrant and distinctive culture and a diverse workforce.

What we Offer. At Royal Caribbean Group, we are client-centric but put people first. We have a culture where everyone is trusted and valued in equal measure, whatever your role in the company. We are propelled by people. Our employees and crew are the driving force behind our success. Our aim is to recruit, develop and retain world class people, who come to Royal Caribbean to do the best work of their careers.

We are committed to employee development, and you will have the opportunity to learn from some of the most experienced people in the business. We regularly reward and promote success, encouraging staff to take on new challenges and responsibilities to aid progression.

Our remuneration package includes our competitive pension, private healthcare, life assurance cover to name a few. In addition, every permanent member of staff that works at Royal Caribbean is eligible for our cruise request program and friends & family cruise discounts.

With good transport links to our modern offices in Surrey, we have plenty of free parking, a free shuttle bus from the train station, on-site restaurant, and on-site gym. We take a flexible approach to work. We currently work a combination of days in the office and work from home.

Come join the team - Journey with us, succeed with us, grow with us.

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.

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. Royal Caribbean Group and each of its subsidiaries prohibit and will not tolerate discrimination or harassment.

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