Call Center Desktop Engineer II in Wichita, KS at Royal Caribbean Cruises Ltd.

Date Posted: 1/21/2020

Job Snapshot

Job Description

Great vacations begin with great employees! Combine your experience and sense of adventure by joining our exciting team of employees in Miami, Florida. Royal Caribbean Cruises Ltd. is pleased to offer a competitive compensation & benefits package, and excellent career development opportunities, each offering unique ways to explore the world.

Position Summary:

Support business data operational and maintenance requirements for a 24X7X365 distributed enterprise-  environment. Tier II level responsibility for the configuration, implementation, administration, maintenance, and trouble resolution of data based contact center systems and applications. Provide Tier I level administration, maintenance, and support for physical and software based telephony endpoints.

Collaborate with business on operational needs, assess requirements, recommend solutions, and execute directives on schedule as requested.

Essential Duties and Responsibilities:

  • Tier II level system administration for contact center data systems and applications.
  • Implements moves, adds, and changes.
  • Execute Tier II level repairs and maintenance of contact center data systems and applications.
  • Provide customer support, information, and training on system applications, functions, and features.
  • Provide Tier I level administration, maintenance, and support for physical and software telephony endpoints.
  • Analyze systems, services, and applications to ensure they are operating as designed and providing sustained value to the business.
  • Consult Business Management on leveraging existing technology investments to meet business objectives, increase productivity, and enhance agent or customer experience.
  • Provide design and implementation services to support contact center technology initiatives as directed by Business and IT Management.
  • Execution and adherence to IT policies and procedures associated with Change Management, Resource Tracking, SRMs, and Incident Management.
  • Performs other duties as required. This job description in no way states or implies that these are the only duties to be performed by the employee occupying this position.  Employees will be required to perform any other job-related duties assigned by their supervisor or management.

Job Requirements


  • Bachelor’s Degree in a technical discipline or an equivalent amount of education and experience.
  • 5 years’ experience in data communication systems, services, and applications
  • 2 years’ experience supporting contact center applications and services 

Knowledge and Skills:

  • Proficiency implementing and maintaining Microsoft networks and operating systems.
  • Thorough knowledge of server and PC hardware platforms and maintenance.
  • Solid understanding of Citrix, VMware, and VDI technologies.
  • Solid knowledge of TCP/IP protocols and network routing principals.
  • Experience with all phases of Tier Level I administration, support, and maintenance of physical and soft telephony endpoints.
  • Working knowledge with contact center platforms such as Quality Monitoring, Workforce Management, Call Management, Statistical Display, ACD, VoIP, IVR, and CTI.
  • Working knowledge of data storage systems and IT security principals, practices, and processes.
  • Proficiency supporting teleconferencing and audio visual related systems.
  • Must possess excellent communication, analytical, organizational skills.
  • Solid knowledge of Microsoft Office Suite and Lotus Notes


WORK ENVIRONMENT: Majority of work takes place at RCCL’s Port location with selected assignments in other domestic/international locations and/or shipside. Select assignments may require partial to significant time shipside as well as at other RCCL operating locations domestically and internationally. 

Join our team as a Desktop Engineer. Once you apply, it will take you 10-15 mins to complete our application, which will help us better qualify your candidacy. 

It is the policy of the Company to ensure equal employment and promotion opportunity to qualified candidates without discrimination or harassment on the basis of race, color, religion, sex, age, national origin, disability, sexual orientation, sexuality, gender identity or expression, marital status, or any other characteristic protected by law. RCL and each of its subsidiaries prohibit and will not tolerate discrimination or harassment. 

Join us at Royal Caribbean Cruises Ltd., where great vacations begin with great employees!

RCL is an Equal Employment Opportunity employer.

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