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Job Description

Holland America Line has been exploring the world since 1873. Our ships offer innovative features and enriching experiences focused on destination exploration and personalized travel, inviting guests to savor the journey.

We’re looking for an amazing Technical Lead II to fill this role, which is based in our Seattle or Miami offices. You’ll be responsible for managing strong partnerships with business clients, internal and external partners, and service delivery teams to conceptualize, define/design, deliver and maintain advanced contact center solutions and technologies. You’ll achieve highly resilient and high-performance solutions for business, guest, and employee use. You’ll make daily decisions regarding the high and detailed level design and delivery of technical solutions, prioritizing work efforts, and providing business client support. The Technical Lead II reports to the Sr. Manager, Contact Center Technology, and supports brand specific processes and executions to ensure seamless delivery of contact center services. This includes managing various stakeholders, timelines, priorities, and impacts related to technology implementations, upgrades, enhancements, and operations.

Here’s a summary of what Holland America Line is looking for in its Technical Lead II. Is this you?

Responsibilities

Technology Development & Administration

• Leverage industry expertise and best practices in the development and administration of technical solutions.

• Deliver IT solutions that are developed with a focus on operational efficiencies, reducing operating costs and/or improve guest/employee experience.

• Ensure the development and operation of technical solutions provide the appropriate level of resiliency and redundancy.

Product & Provider Technical Management

• Maintain strong partnerships with external providers.

• Collaborate with various external partners to manage delivery of new functions and features and drive continuous improvement initiatives.

• Maintain up-to-date knowledge of relevant product enhancements, upgrades, and releases; partner to ensure smooth transition and minimize business and guest impacts.

• Leverage product knowledge to act as an advisor to the business of new feature changes and product enhancements.

Customer Service & Relationship Management

• Maintain strong partnerships with business partners and stakeholders to ensure solutions and services are delivered in-line with expectations and priorities.

• Collaborate with HAL/SBN Application, Infrastructure, and Service Delivery teams to track and drive continuous improvement initiatives.

• Leverage relevant industry knowledge and act as advisor to the business of best practices, and technical advances.

Strategy & Research

• Provide technical expertise and recommend strategic initiatives to drive innovation and improve client operations.

• Lead cross functional teams and initiatives to develop technical solutions as driven by business requirements.

• Perform lifecycle reviews of technology and services to support continuity of business partner operations.

• Work with information technology leaders across the organization to ensure strategies, business cases and implementation solutions will meet the business needs and objectives.

• Participate in the review and selection process of products, services, and service providers.

• Maintain relevant industry knowledge and act as an advisor to business units and IT teams of best-practices, strategies and emerging technologies.

• Understand advances and changes in the technology industry and work directly with partners to assess new technologies.

Administrative

• Perform all other administrative and organizational duties as required (time keeping, training, travel, collaboration, and correspondence, etc.)

Requirements

• Bachelor's degree or equivalent experience.

• 5-10 years managing in application development, technical support, or client relationship management.

• 3 years in a comparable corporate setting.

• 10 years of experience in contact center environment/or support of contact center.

• Detailed knowledge of contact center and customer facing technologies, and/or related systems and technologies.

• Able to review and identify technical dependencies between applications, infrastructure, and business objectives.

• Ability to lead technical discussions that lead to driving innovative and comprehensive solutions.

• Advanced computer skills and application development process.

• Analytical skills, working with raw data, technical data/logs/trace for review and analysis.

• Ability to analyze issues, use sound judgement, and solve complex problems.

• Highly self-motivated and directed. Ability to work independently and with teams.

• Ability to prioritize and execute.

• Strong customer-service orientation.

• Ability to communicate in both technical and user-friendly language.

• Must be legally authorized to work in the United States. Holland America is unable to sponsor or take over sponsorship of employment visas at this time (e.g., H-1B status).

Please note that this position is HYBRID based in our Seattle or Miami offices. Successful candidate must be within commute distance and able to go into the office 3 days per week.

What You Can Expect

• Cruise and Travel Privileges for You and Your Family

• Health Benefits

• 401(k)

• Employee Stock Purchase Plan

• Training & Professional Development

• Tuition & Professional Certification Reimbursement

• Rewards & Incentives

• Base Salary Range: $105,600.00 to $142,500.00. The range is applicable for the labor market where the role is intended to be hired. Final base salary is directly related to each candidates' qualifications and experience uniquely.

Our Culture… Stronger Together

Our highest responsibility and top priority is compliance, environmental protection and the health, safety and well-being of our guests, the people in the communities we touch and serve, and our shipboard and shoreside employees. Please visit our site to learn more about our Culture Essentials, Corporate Vision Statement and our Core Values at: https://www.hollandamerica.com/en_US/our-company/mission-values.html

Holland America is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to age, ancestry, color, family or medical care leave, gender identity or expression, genetic information, marital status, medical condition, national origin, physical or mental disability, political affiliation, protected veteran status, race, religion, sex (including pregnancy), sexual orientation, or any other characteristic protected by applicable laws, regulations and ordinances.

Americans with Disabilities Act (ADA)

Holland America will provide reasonable accommodations with the application process, upon your request, as required to comply with applicable laws. If you have a disability and require assistance in this application process, please contact recruiting@hollandamericagroup.com

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