JOB DESCRIPTION

We take enormous pride from bringing to life P&O Cruises; one of the most iconic brands from Britain’s rich seafaring heritage. Our Carnival UK Contact Centre Operation (CCO) team is in search of a Contact Centre Platform & Systems Analyst, who is crucial in supporting our CCO direction and nurturing a high-performing team.

Your accountabilities will include:

• Develop a deep individual understanding of the Contact Centre’s strategy and target operating model to inform the technical requirements needed to optimise platforms and systems implementations for business performance
• Develop a good individual understanding of wider CUK objectives including CUK Digital and Technology strategies, particularly as they relate to guest contact
• Administration of platforms including user management, ACD skill and campaign configuration, contact delivery and routing, IVR scripting, automation jobs, privacy/security policies, recording policies as well as configuration and continuous optimisation of inbound voice, outbound voice (including dialler), digital, bot-assisted and generative artificial intelligence (Gen AI) contact channels
• Implementation of both guest and employee facing conversational AI solutions including voice assistants, chat assistants, auto-summarisation and agent-assist solutions, often as part of a team but able to act independently when required
• Conduct regular testing and performance monitoring of all platforms and systems implementations, particularly those that have a high impact on guest experience or where there is a risk of reputational damage, and leverage strong problem-solving skills to identify, troubleshoot and resolve issues/incidents independently or be able to effectively escalate to the appropriate teams or partners when needed

Positioned within our internal structure from CUK15 (entry level) to CUK1 (Brand President), this role is classified as a CUK09, offered as a full-time position, on a permanent basis, we offer hybrid work including up to two days from home.

REQUIREMENTS: YOUR EXPERTISE AND LEADERSHIP

To thrive as a Platform & Systems Analyst within the CCO team, we’re looking for:

• Experience of contact centre systems
• Experience of generative AI tools or platforms
• Experience of coding languages for example: HTML, Java script, Groovy or CSS

ABOUT US

Holidays are one of life’s greatest pleasures. Having the chance to relax, escape and explore is a magical thing. And there is no better holiday than a cruise.
No one knows cruising like Carnival UK, where talented people from across the globe come together to create unforgettable holiday happiness. As part of the world’s largest holiday travel and leisure company, we take enormous pride in bringing to life two of the most iconic brands from Britain’s rich seafaring heritage, P&O Cruises and Cunard. Collectively they have been delivering unbridled joy, boundless adventure and lifelong memories to millions of people for over 350 years. And in a multi-million pound global holiday market, where cruising has barely scratched the surface, we have the opportunity to do that for many, many more people.
Our diverse yet tight knit teams share high standards, heartfelt values and passion for our purpose. Our Culture Essentials describe the expectations we have for ourselves and of each other, in building a culture that supports safe, sustainable, compliant operations and celebrates diversity, equity and inclusion.
It’s through the successful delivery of these extraordinary travel experiences for our target markets and our distinctive culture, that we hope to become Travel’s Employer of Choice.

Please refer the Job description for details