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Technology Portfolio Manager Contact Center

Technology Portfolio Manager ? Contact Center
Santa Clarita, CA
We serve. We respect our team. We innovate. We are consistent. We are accountable. We do it right.
We are currently searching for a highly motivated Technology Portfolio Manager ? Contact Center will work with the business unit to understand and support their varied technology needs and bridge the gap between the business and IT, acting as the business unit's single point of contact (POC) to all of IT's various areas, teams and project managers.
In a city with enviable quality of life balance, our corporate offices are located in beautiful Southern California in downtown Santa Clarita. Santa Clarita is what CNN Money Magazine calls "one of the best places to live in California." With award-winning schools, special events and a large arts and cultural scene, Santa Clarita is the third largest city in Los Angeles County and is ranked as one of the safest cities in not only California, but in the nation.
Responsibilities
Manage the annual Capital Plan for contact center technology. Liaise with IT, Finance on Fcst adjustments, project timing and induction. Collaborate in the planning and cost estimates for new technologies and upgrades that impact Contact Center IT systems
Support negotiation efforts with vendors, outsourcers, and contractors to secure products and services as needed by Global Procurement.
Provide support for the acquisition and installation of Contact Center related IT systems
Work with PM, Ops and other stakeholders on timing, resource availability and project execution.
Assist with Infrastructure Engineering projects that improve or expand Contact Center technology platforms
Support all Contact Center disaster recovery and testing initiatives to ensure Business Continuity Plans work properly across all areas
With business leadership, articulate the technical road map in support of the overall business strategy
Assist the GIS Architecture and Engineering teams to develop long term Contact Center solutions for North American Brands in accordance with the overall strategic plans
Partner with Contact Center Management, Apps Development and GIS teams in evaluating, recommending and optimizing end to end technology solutions and processes that supports operational effectiveness within the Business Units
Develop, implement, and maintain policies, procedures, and training plans for Contact Center IT systems administration and appropriate use. Work with business units and vendors to establish service level agreements based on requirements.
Liaises with Contact Center Business Units (Workforce Management) and IT Telecom to ensure proper call routing, IVR functions, ACD reporting, etc
Contribute to the creation of the department technology budget, monthly variance explanations, and re-forecasting of Contact Center telecommunications costs
Requirements
Bachelor's Degree in Computer Science, Information Technology, other advanced science or engineering field or equivalent relevant experience
Minimum of 20 years' experience with large enterprise mainframe, diverse security infrastructure and in-depth knowledge of current mainframe hardware and protocols
Minimum of 10 years' experience in an IT Business relationship capacity
Strong leadership capability
Strong customer-service orientation
Excellent written and oral communication skills
Excellent listening and interpersonal skills
Ability to communicate ideas in both technical and user-friendly language
Ability to conduct research into systems issues and products
Highly self-motivated and directed
Strong organizational skills with a keen attention to detail
Ability to analyze issues, use sound judgment, and solve complex problems
Proficient in multi-tasking; ability to prioritize and execute tasks
Experience working in a team-oriented, collaborative environment
Understanding of development and project management processes and methodologies
Understanding of industry trends as well as successful strategies and product roadmaps
Strong strategic planning capabilities with proven hands on implementation experience
Working knowledge of corporate IT disciplines and group dynamics
Ability to occasionally work outside of normal business hours to support business needs and projects.
Available for up to 5% domestic travel.
Preferences
PMP certification.
Benefits
Time off benefits - 8 paid holidays, paid vacation, bonus vacation time and paid sick time
Travel - Cruise and Travel Privileges for you and your family
Health - Complete benefit plans including medical, dental, vision and flexible spending accounts
Wellness - Health and wellness programs include onsite exercise classes, onsite nutrition and lifestyle classes and discounted gym memberships
Tuition Reimbursement - up to 75% with a maximum of $2000 per year
401(k) - Company match up to 6% of salary at 50% for the first 5 years and 100% thereafter
Employee Stock Purchase Plan - up to a 15% discount off of FMV of CCL stock
Training - In-house Princess University courses on professional development
Rewards & Incentives - Employee Recognition and Reward Programs; rideshare, financial commuter incentives and free parking; special employee discounts for banking services and retail stores
Next Steps?
Apply today and set sail on an exciting new career course! Our goal is to be the number one cruise and cruise-tour provider. To make that happen, we need qualified, top-notch team members. If you're looking to get your talent noticed, apply today! Our application process is quick and easy:
Apply online at http://princess.com/careers. Enter the job title into the keyword search to access the job. If you are already on the Princess Cruises website be sure to create a profile and then apply directly to your specific job.
Princess Cruises is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex, sexual orientation, gender identity, or national origin, disability or protected veteran status. LI-CW1



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