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 You: A Catalyst for Change

We believe that diversity enriches our team. We're interested in candidates who:

• Experience in IT, Workforce Management or Data Analysis
• Experience with contact centre scripting/automation
• Experience working with Natural Language IVR’s
• Experience with contact centre Gen AI / Conversational AI

Why Join Us?

Working with us is about more than a job. It's about creating unforgettable holiday happiness for our guests and a fulfilling career for you. Our benefits package reflects our commitment to your wellbeing:

• Employee Discounted Cruising plus Friends and Family offers
• A friendly welcome with help settling in
• Regular office events including live entertainment, lifestyle events and charity partner fundraisers 
• Extensive learning and development opportunities 
• Minimum 25 days leave, bank holiday allowance and holiday trading scheme
• Employee-led networks
• Employee Assistance and Wellbeing programmes
• Recognition scheme with prizes and awards
• Contributory Defined Contribution Pension scheme
• Company paid private medical and dental insurance and health assessment
• In-house Occupational Health help and access to digital GP
• Life Assurance
• Parental and adoption leave
• Employee Shares Plan 
• Electric Car and Cycle to Work schemes
• Onsite restaurant offering range of healthy cooked and grab and go meals
• Discounted retail and leisure via discounts portal

Recruitment Journey

For more information on your recruitment journey, please visit https://bit.ly/CUKCandidateJourney. 

#LI-Hybrid

#Job Functions: Customer Service; Research; Sales;

#LI-KP1

About Us