Royal Caribbean Cruises Ltd
Lead Data Engineer
Miramar, Florida, USA · Senior · Full-time
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About the role
- Integrate AI agents (Cresta, Copilot) within call center workflows to leverage data for enhanced agent productivity and improved customer outcomes.
- Ensure adherence to call center data governance standards (PCI, HIPAA, GDPR).
- Provide leadership on technical decisions, upholding high standards for data quality and operational efficiency.
Responsibilities
- The Lead Data Solutions Engineer also develops and updates standards and procedures that support high-quality development, testing, and production support.
- Develop and implement real-time data pipelines supporting call center analytics, including agent performance, call routing, and customer satisfaction metrics.
- Collaborate with call center operations, workforce management, and customer experience teams to deliver solutions aligned with business objectives.
- Partner with business stakeholders and data scientists to ensure all solutions are comprehensive, operationally sound, conform to business processes, and address business requirements with the agreed quality of service.
- Create and maintain thorough technical design documentation.
- Proactively anticipate potential obstacles and develop strategies to ensure stakeholder requirements are fully represented in data architecture outcomes.
- Monitor the data architecture design process, including data interfaces, in compliance with established processes and standards.
Skills
- Informatica, Azure Data Factory (ADF), or Talend.
- Familiarity with call center data platforms, telephony systems (e.g., Avaya, Genesys), and AI-driven agent technologies.
- Specialized knowledge in real-time data streaming, customer interaction analytics, and workforce management data solutions.
- Thorough understanding of regulatory compliance requirements pertinent to call center data.
- Strong analytical skills for identifying and resolving data-related challenges.
- Extensive background with database technologies including Oracle, MSSQL, Hadoop, and NoSQL databases.
- Advanced capability in writing and optimizing sophisticated SQL queries within business contexts involving extensive and complex datasets.
- Solid knowledge of relational and dimensional data modeling techniques.
- Agency and Third-Party Submissions:
Company info
- We are proud to be the vacation-industry leader with global brands - including Royal Caribbean International, Celebrity Cruises and Silversea Cruises - the most innovative fleet and private destinations, and the best people.
- Together, we are dedicated to turning the vacation of a lifetime into a lifetime of vacations for our guests.
Visa & Work Authorization
- The position is also not eligible for work authorization sponsorship
This listing is sourced directly from Royal Caribbean Cruises Ltd's careers page and normalized into a canonical job model.